Reading George Brown College & Guilin Institute of Tourism Year 2 May-June 2011
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Transcript
ReadingGeorge Brown College amp Guilin Institute of Tourism
Year 2
May-June 2011
Table of Contents
Readings Page
1 Selling Indiarsquos Rainy Season helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip1
2 Explore Niagara helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip4
3 Avoiding Cultural Tabooshellip helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip5
4 Culture and Body Language helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip9
5 My Time on Coconut Islandhelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip12
6 Banff National Park Onehelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip15
Banff National Park Two helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip16
7 Welcome to Rural Vietnam helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip17
8 Tourists in a Fragile Land helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip18
9 Travel Journal A Tourists Experience helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip21
10 GAP Adventures helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip23
11 A Day in the Life of Richard Spacey helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip24
12 Hospitality and Recreation Inextricably Intertwinedhelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip27
13 Beverage Industry CASE STUDY helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip 28
14 Corporate Profile Starwoods Hotels helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip29
15 Hospitality Is Offering a Cup of Kindness helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip32
16 Hotel Guest CASE STUDY helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip34
17 Trends in Visitor Attractions helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip35
18 The First Aiderrsquos Role helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip36
19 Emergency Action Principles helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip37
Reading 1 Selling Indias Rainy Season
Weather and Vacations Pre-reading Discuss the following questions with a partner 1 What kind of weather do you like the best when on vacation 2 Have you ever been on vacation in unpleasant weather 3 Where would you like to go on vacation for the following types of weather
Type of weather Destinationsnowy ____________________rainy ____________________very hot ____________________rather cool and breezy ____________________
A Read the title of the article and answer the following questions
1 Who is probably interested in selling Indias rainy season a Indian companies that sell water to neighboring countries b tour operators who want to convince tourists to visit India during the rainy season c Indian weather scientists who are researching ways of preventing the rainy season
2 Which Indian industry does the rainy season probably hurt the most a the agricultural industry b the fishing industry c the tourism industry
3 What group of people are interested in coming to India during the rainy season a wealthy people who can afford an expensive vacation b people from dry countries c water control engineers
B Skim the article to see if your answers were correct C Read the article again then answer the questions that follow
Selling Indias Rainy Season
In the spring the heat intensifies over the northern Indian plains pulling in humid air from the Arabian Gulf to the southwest The first storms begin with dramatic displays of thunder and lightning and by July the rains sweep across the entire country The rainy season which lasts until October brings cooler temperatures new life to the dry brown fields and often
1
floods in the wettest areas
This is the monsoon I traditionally a joyful and very important time for Indian agricultural workers It has been less happy for those who work in the tourist trade because the number of visitors in this season tends to drop by half For the last few years however there has been a movement to increase tourism both foreign and domestic during this normally slow time of the year The agreed-upon goal is to bring more tourists to selected parts of the country According to a report issued by an Indian industry group appropriate destinations for the monsoon season must remain accessible by road during the wettest months and have a countryside that looks its best during the rains
Tourist agencies in various states have responded to the challenge Goa the former Portuguese colony near Mumbai and Kerala in the extreme south have begun offering monsoon packages They say there are many reasons in addition to the reduced off-season prices to visit their states during this time of the year One is to see the lush green landscapes Goa has beautiful islands waterfalls lakes dams and wildlife sanctuaries that can be enjoyed during the monsoons says Elvis Gomes previous director of the tourism department in the state Other attractions are the many colorful festivals For example Sri Jagannath Yatra a festival held around the country at the beginning of the monsoon features a colorful procession A third is simply the joy of the season As one Kerala promoter says The splashing waters make the monsoon the favorite season in India You can feel the magic The washed streets and fresh leaves seem to smile with you
Resorts in the rain-soaked areas have added special facilities designed to attract monsoon visitors For example some have built water parks areas with a series of connected pools water slides and fountains which people can splash around in and open-air discos where people can dance when it pours Some hotels have also constructed private patios next to their guest rooms so that their guests can shower naturally in the rain
The idea of enjoying a rainy holiday seems strange to many but it has definite allure for Arab tourists from the dry Persian Gulf coast To these visitors rain is a very unusual event and a wet vacation sounds exotic and delightful Indian tour operators have taken notice and have started organizing special monsoon tours for Gulf visitors Many of these guests come with their families and like to stay at large resorts where they can spend time together at the water parks or just sitting around a pool Most visitors at the resort stay inside during wet weather but these guests appear to prefer to be outdoors even (or especially) when it rains As fathers and their children in bathing suits swim or play in the rain the ladies of the family fully clothed but without umbrellas sit and watch nearby All are soaking wet and having a great time As a recent visitor explained If we had wanted to be in air conditioning we could have just stayed in Kuwait
Monsoon - a season of heavy rainstorms especially in India and Southeast Asia Lush - with thick heavy growth
2
A The statements below are about the reading Choose the correct answer to complete each one 1 The writers point of view seems to indicate that he or she __ a works for the Indian government b doesnt believe the tourist trade can grow in the rainy season c wishes to describe the situation in a balanced way 2 The rainy season in India is __ months long
a three b four c five 3 The monsoon season is a traditionally happy one for Indian __
a tourists b agricultural workers c construction workers 4 During the rainy season tourism in India tends to __
a increase by 50 b drop by half c stay about the same 5 Compared to other times of the year visiting India in the rainy season is __
a less expensive b more expensive c equally expensive
B Decide whether the following statements about the reading are true (T) false (F) or if the information is not given (NG) If you check (v) false correct the statement to make it true
T F NG1 During the rainy season there are often floods in
the driest areas of India 2 India wants to increase tourism from foreign
countries and within India 3 One Indian festival involves throwing colored
powder 4 Some people dance and others take showers in
the rain S The Persian Gulf coast is a particularly wet area
C Critical Thinking Discuss these questions with a partner 1 Would you like to take a vacation in India during the rainy season 2 Why do Elvis Gomes and the Kerala promoter mentioned in the reading speak so highly of the rainy season in India 3 This article describes quite a few positive points of a rainy season vacation in India What might be some of the negative points
A For each group circle the word that does not belong The words in italics are vocabulary items from the reading
3
1 available obtainable accessible impossible2 repulsion interest allure attraction3 colony enemy outpost territory4 equipment fixtures foodstuffs facilities5 damp humid muggy brisk6 intensify modify strengthen build up7 off-peak slow period off-season offspring8 parade procession marchers party9 sanctuary invasion refuge preserve
B Complete the sentences using the words in italics from A Be sure to use the correct form of the word
1 I much prefer dry weather although ________weather is quite good for most plants 2 That island is a ___________for birds They can live there undisturbed by people 3 That top secret information is only ________to the president and his closest advisors
(Source Anderson N J Active Skills for Reading Book 3 Unit 1 pages 12-16)
Reading 2 Explore Niagara
Can you recognize these places Where are they
Discussion Questions1 How do these places combine hospitality and recreation2 Which would you prefer to visit Why3 What facts and opinions can you find in the Explore Niagara reading
Explore Niagarahellip
4
Niagara Falls in Ontario Canada is a destination unlike any other From the top of the Skylon Tower (775 feet up) to the base of the Horseshoe Falls (188 feet down) Niagara Falls is an awe-inspiring vacation destination
The Falls give off a round-the-clock roar a refreshing mist and a reminder of just how wondrous our natural world is From the marvel of gazing at the Falls from innumerable look-out points to adrenaline-fueled activities like whitewater jet boats there are many ways to experience them including many Niagara Falls attractions for all ages
There are many ways to get up close to the Falls put on the famous blue raincoat and jump aboard the Maid of the Mist go right up to the base of Niagara Falls walk behind them at Journey Behind the Falls or fly over them in a helicopter ride And thatrsquos just the beginning
Even at night the Falls are impressive The nightly illumination means you can enjoy them from anywhere you have a Falls view from your Niagara hotel restaurant cocktail lounge or observation deck Every Friday to Sunday during the summer months and on special occasions Falls Fireworks add a little extra colour to the display
If you want to explore the town Niagara Falls is a bustling destination full of activities for most everyone vineyards and world-class golf courses kid fun at Clifton Hill fine dining and casual eateries casinos and live Niagara entertainment spas and leisurely country drives to Niagara-on-the-Lake cycling adventures and hiking trails Visit Niagara and experience it forever
(Adapted from httpwwwniagarafallstourismcomexploreniagarahtml)
Follow-up ndash Watch ldquoBehind the Fallsrdquo and ldquoHelicopter RiderdquoIn groups Plan a 3-day trip to the Niagara Region
Reading 3 Avoiding Cultural Taboos
A How well do you know your own culture Write a rule for correct cultural behavior in each of the following areas dining _____________________________________________________introducing yourself in a business setting _________________________wearing certain colors of clothes ________________________________being punctual ______________________________________________ physical contact _____________________________________________ smoking ____________________________________________________
B Compare your answers with a partner Then discuss what happens when someone breaks each of the rules you wrote
5
A Under which subtitle would you expect to find the following topics Match the topics with the subtitles
1 kissing _____a Speech and gestures 2 covering your shoulders _____b Religious customs 3 pointing at someone _____c Sensitive topics 4 wrapping paper _____d Displaying affection 5 asking too many questions _____e Choosing gifts6 clocks and fans _____f Opening gifts
B Now scan the subtitled sections to see if you were correct
C Read the passage then answer the questions that follow
Avoiding Cultural Taboos
Thanks to the speed and convenience of modern travel destinations that used to take a long time to travel to can now be reached quickly and easily Even though jet flights make far-off locales seem close they may still be different from your home country in various important ways Therefore it is important to adapt your behavior so that you dont insult or offend the local people Here are some tips that will make communication easier and your trip more enjoyable
1 Speech and gestures Never raise your voice in order to make yourself understood If you do not know the word for something in the local language or cannot make yourself understood verbally try drawing a picture or pointing to an object Remember though that pointing directly at a person can be highly offensive in some cultures If you have to point something out do so by gesturing towards the object with the palm of your hand flat facing upward and your fingers outstretched Before you travel try learning some basic words or phrases of the local language Most useful are those that express gratitude and politeness such as words for please thank you and may I as well as basic greetings
2 Religious customs Consider the main religion of the country you plan to visit and read about any taboos related to clothing especially if you plan to visit places that are considered sacred As a precaution bring conservative clothes such as shirts or T-shirts that cover your shoulders and long trousers
3 Sensitive topics
6
Avoid topics of conversation that you think may be sensitive If a topic is sensitive in your own culture it will more than likely be the same in other cultures Feel free to show interest in the history and customs of the place you are visiting but dont ask too many questions about why things are done a certain way you may offend the local people
4 Displaying affection Keep in mind that in many cultures displaying affection in public is considered taboo Kissing on the street or in public places is unacceptable behavior and should be avoided If you are unsure of how to behave watch the local people and copy them-if they dont behave in a certain way you probably shouldnt either
5 Choosing gifts If you are traveling on business or plan to stay with a host family and you wish to take a gift do some research The idea of the perfect gift varies greatly from country to country and one of the easiest ways to offend somebody is to give the wrong gift In China it is taboo to give clocks and fans The Chinese word for fan has a similar sound to the word for separation while the sound for clock is similar to that of death In Japan gifts should never be given in sets of four as the sound of the word four in Japanese is similar to the sound of the word meaning death
6 Opening gifts The opening of gifts is also treated very differently around the world In many Western countries do not be surprised if your hosts immediately tear the wrapping paper from a gift in great excitement They will then tell you how wonderful the gift is even if they do not like it In most Asian countries it is considered impolite to open gifts in front of the gift-giver for fear of offending the person
Wherever you go in the world always be tolerant of the local customs Avoid being critical try instead to show respect for the values of the country you are in even if you do not necessarily agree with them
1 The author of the reading passage has most likely __ a traveled a lot b taught at a university c written several books
2 According to the reading which articles of clothing should YOIJ plan to travel with a a T-shirt and shorts b a jacket and hat c pants and a long-sleeved shirt
3 If a topic isnt appropriate to talk about in your country it probably __ okay to talk about in another country
a might be b should be c isnt 4 According to the reading __ is not appropriate behavior in many countries
a kissing in public b expressing gratitude c giving presents 5 According to the reading the best gift to give someone from China is __
a a fan b a clock c neither a nor b B The statements below are about the reading Complete each one using the correct word or
7
phrase 1 Itrsquos useful to learn words for please thank you may I as well as ________________2 When youre unsure about how to behave watch the ______________ 3 The Chinese word for clock and the Japanese word for four both have the
same sound as the word meaning _______________ 4 In Asian countries it is considered impolite to open gifts ______________the giver of the gift 5 While in another country if a local person cant understand something you are saying try _____________or pointing to the object
C Critical ThinkingDiscuss these questions with a partner 1 Which topic that the author covered do you think is the most important Why 2 What other topic could be included in this reading passage
VocabularyA Look at the list of words and phrases from the reading Match each with a definition on the right 1 far-off a place 2 locale b patient able to bear annoyance well 3 adapt c deserving of religious respect 4 gratitude d a feeling of liking or love 5 sacred e not modern cautious 6 conservative f thankfulness 7 affection g pointing out what is wrong 8 tolerant h change to be more suitable 9 critical i distant
B Compete the sentences below using the vocabulary from A Be sure to use the correct form of the word 1 When Jamie moved into her own apartment it took her a while to _________ to living alone 2 Claras father has some very _______________beliefs For example he thinks a woman shouldnt work after she gets married 3 After receiving a gift in the United States its common to send a thank-you card to express ones ________________ 4 That beach community has become a favorite ________________for retired people to live in 5 Jacks parents are too ___________of their sons bad behavior They let him do whatever he likes 6 Hiromi has a great deal of ______________for her grandfather and visits him at least once a week 7 Ive been to many neighboring countries but Ive never traveled to any really _____________ places 8 Kristin and Marcus disagree a lot and they are very _________of each others opinions 9 Churches mosques and temples are ____________places for religious activities
8
(Source Anderson N J Active Skills for Reading Book 3 Unit 1 pages 17-20)
Reading 4 Culture and Body Language
BODY LANGUAGEOrder the following elements of communication in terms of importance tounderstanding the messageWords _____Tone of Voice _____Facial and Body Expressions ______
You might be surprised by the answer
Much of the impact you create an interview is based on your body language and getting this right is essential The way you walk sit and act may influence your interviewerrsquos opinion of you as much as what you actually say
Here is a list of body language behaviour in North America Categorize them as either negative body language or positive body language
Staring at the floor Direct Eye Contact Strong Handshake Nodding Sweating Crossing your arms Pointing with your finger Playing with your clothesSmiling Standing or sitting very close to another personGood Posture Leaning closer to another person Fidgeting Looking at your watch
Positive Body Language Negative Body Language
(Adapted from Cambridge English for Job Hunting Cambridge University Press Colm Downes 2008 Pg 50)
What are some examples of positive and negative body language in China
Positive Body Language Negative Body Language
9
When we communicate with other people it is not only our words that contain the meaning An important part of that meaning comes from what is called non-verbal communication By this we mean facial expression gestures with hands arms legs the way we sit or stand the way we touch other people the distance we keep between ourselves and the people we are talking to our dress and our appearance All these say something to other people
Facial expressions and gestures are used by everyone often spontaneously even unconsciously Smiling for example is found in most cultures as a sign of happiness or pleasure Gestures such as pointing waving shaking or nodding the head are also widely used although the gestures themselves do not always mean the same in every culture I once asked a Portuguese student why bank officials in Lisbon seemed so unhappyndash sorry Lisbon bank clerks but its true ndash and he told me that if they smiled too much they would not seem serious about their work
Because many non-verbal messages are culture specific they can cause a lot of misunderstanding between people from different backgrounds Northern Europeans and Americans for example like to keep a certain personal space between themselves and others and feel uncomfortable if people come too close to them In these same cultures it is considered impolite to stare but Greeks it is said feel ignored if people do not stare at them in public Europeans usually change their facial expression to show happiness anger boredom sadness For this reason they call oriental people mysterious because they change facial expression much less
In styles of dress we also make important statements about ourselves Dress codes vary greatly from one culture to another and it is easy to make mistakes about peoples status if you dont know the cultural norm In Mediterranean cultures bank officials and similar employees wear short-sleeved open-neck shirts and no jackets This casual dress would not be acceptable in northern Europe where suits and ties are a sign of seriousness Ambitious women in western cultures wear classic clothes in plain colours to indicate their dedication to career
One of the main differences between verbal and non-verbal communication is that we are often not conscious of the expressions and gestures we use and so we are in danger of giving more information than we really want to or even of giving a conflicting message with our body language to the one expressed in our words
Check your Understanding
Choose the best answer1 Body Language is
a The way we dressb The expressions on our facec Non-verbal communication
2 When we do something lsquospontaneouslyrsquo (line 7) we do ita immediately
10
b after careful thoughtc reluctantly
3 lsquoStatusrsquo (line 24) meansa conditionb position in societyc age
4 lsquoClassic clothesrsquo (line 28) area fashionable wearb casual dressc sensible and traditional clothes
5 A lsquoconflicting messagersquo (line 32) gives peoplea useful informationb confusing informationc wrong information
Posture is the word used to describe the way we use our whole body We can stand straight and still we can sit back in a relaxed manner we can fold our arms cross our legs we can lie down we can jump about Each posture reflects our emotion and attitude
Match the description of a posture to an attitude or emotion
POSTURE EMOTION
Sitting and crossing your arms Keeping eye contact Raising your eyebrows Moving your shoulders up and down (shrugging)Sitting and tapping your fingers on the tableFidgeting with your clothes Leaning forward in your chair
InterestBoredomAngerSurpriseNervousnessDisinterestConfidence
In pairs discuss the following questions1 How could your body language cause problems in an interview2 How can you avoid these problems
(Adapted from httpwwweslteachersboardcomcgi-binlessonsindexplnoframesread=917And Cambridge English for Job Hunting Cambridge University Press Colm Downes 2008 Pg 50)
Reading 5 My Time on Coconut Island
11
Coconut Island
1 How would you describe the building in this picture
Modern Old Clean Dirty Pristine Run-down Simple Luxurious
Would you vacation at a location like this WhyWhy not If no what kind of accommodation would you prefer
2 Is this an example of formal (ex business letters and resumes) or informal (ex emails and magazines) writing List examples of why you think it is either formal or informal
3 What are some positive things the writer has to say about Seaview Resort and Coconut Island What are some negative things the writer has to say
My Time on Coconut Island I was told Coconut Island was developing fast I understood that this meant it was once a pristine island heading towards environmental destruction caused by uncontrolled tourist development Perhaps they meant it in a more positive light I wasnrsquot sure I went there to find outDriving down the east coast expressway you donrsquot see much The landscape is pretty flat most of the way with just a few trees and roadside shacks selling pineapples Oh and of course the usual construction workers widening and
12
improving the road However once you get to the end of the road and the ferry terminal you look across the sea and see a huge mountainous island rising up in front of you I felt excited and a little nervous
We crossed the water without any problems but left the ferry stuck behind trucks carrying construction materials ready to pour concrete all over this beautiful island Although we knew the sparkling white beach was just meters from the road we couldnrsquot see it for some time Not because of palm trees but because of all of the shops selling tourist merchandise and all the dust thrown up by the construction trucks Fortunately the tourist shops thinned out within 20 minutes and shortly afterwards we arrived at our destination Seaview Resort We werenrsquot disappointed We had been promised fine white sand and clear turquoise water and we got it Only problem was there was just a few feet of white sand and that was mostly covered in beach towels from other tourists who had got there before us Ah well not to worry We could explore up the beach for a quiet spot later We checked out the rooms and facilities and everything was just as you would expect from a mid-range hotel It also had quite a nice little restaurant right on the beach and therefore great for a cold beer and our first sunset It was perfect
The following morning after cold bacon and eggs for breakfast it seemed that the same people from yesterday were hogging the sun beds and beach space again so we decided to walk down the beach and explore a little further In actual fact I was pleasantly surprised I was expecting the whole beach to be lined with resorts packed side-by-side but actually on this beach there was still plenty of space for developers The closest buildings to us were a couple of beachside family-run cheap-and-cheerful restaurants with bamboo chairs and tables At 300 meters away they were also just too far away for most of the package tourists And this was generally where we spent most of our days An added bonus was that at the shack- White Sands to give it its official name (the name was on a piece of driftwood tacked to a nearby palm tree) the food was far far better than the resortrsquos Whereas the resort chef had removed any local flavour from the food the White Sands staff had managed to keep their food authentic
So most of our days were spent relaxing by the sea but one day we went for a cruise around the island While we were travelling we could see all of the development on Coconut Island There were plenty more resorts being built and the green forests of palm trees became bare hills of tourist development However on the cruise we had a chance to snorkel and swim After a couple of hours in the sun we returned home to rest
Before too long our trip on Coconut Island was over Overall I was pleasantly surprised Okay itrsquos getting developed but you can still find pristine and peaceful beaches by spending a little bit more effort to get there In general most of the development is on the beach and so the interior is still beautiful Itrsquoll take another few years yet to spoil it so my advice is to enjoy it while you can
13
Working with the other students in your group think of some ideas why development would be a positive thing for the island and why it would be a negative thing for the island
REASONS FOR DEVELOPMENT REASONS AGAINST DEVELOPMENT
Your turn Choose 6 of the bolded words and use them to describe a place that you have traveled to When you are finished share your work with your group___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
(Adapted from wwwonestopenglishcom)
14
Reading 6 Banff National Park - One
BANFF NATIONAL PARK
Match the following words with their closest synonym or synonym phrase (words with the same meaning)
Preserve Exhilarating Glaciers Mammals Heritage Rugged Turquoise Getaway Vast Marvel
VacationSlow moving iceGreen-Blue colourRoughValuedKeep the sameExcitingWarm blooded animalFeel wonder and aweLarge
What kinds of activities and services are provided at national parksCircle the services you think apply
Laundry Restaurants City Tours Swimming Business Meeting Rooms Skiing Accommodations Room Service Fishing Hiking Concerts Housekeeping
Banff National Park- Reading One
Banff National Park (established 1885 6641 sq km) is Canadarsquos first and most heavily visited national park Its eastern gate is located 111 km west of Calgary in the Rocky Mountains Originally set aside to preserve the hot springs for public use Banffrsquos blend of towering peaks and flower-strewn meadows makes it among Canadarsquos most exhilarating holiday areas
The largest cave system in Canada extends for 23km below the Columbia ice fields The glaciers still clinging to upper mountain slopes have helped shape the parkrsquos landscape creating numerous lakes waterfalls and broad U-shaped valleys Forests of pine spruce and alpine fir soften the sides of the mountains and are home to many large mammals including moose elk black bear and the grizzly bear-the parkrsquos most formidable resident Bighorn sheep mule deer and other wildlife can often be seen alongside park roads In contrast the small population of cougar and wolf are rarely seen
Campgrounds resorts alpine and cross-country skiing and 1100km of hiking trails are found outside the Banff town site Over 45 million visitors come to the park each year
(Adapted from httpwwwthecanadianencyclopediacomindexcfmPgNm=TCEampParams=A1ARTA0000494)
15
Comprehension Questions1 Why was Banff National Park created2 What have the glaciers created in Banff National Park3 How many kinds of trees are there in the park What are their names4 What large mammals will you regularly see in the park
Banff National Park- Reading Two
Adventure is calling you to Banff Lake Louise and Banff National Park As a UNESCO World Heritage Site Banff offers rugged beauty unspoiled landscapes and pristine mountain ranges Experience an unrivaled alpine escape at ldquoThe Worldrsquos Finest National Parkrdquo You can also drink in naturersquos wonder at Lake Louise ndash one of the Canadian Rockiesrsquo most beloved destinations with turquoise waters sparkling underneath the towering Victoria Glacier
During your getaway you are sure to love our comfortable accommodations cool restaurants and stores fun activities colorful festivals and unique sights Big impressive mountains metres of dry light powder snow - that is skiing and snowboarding in Banff National Park Banff Lake Louise skiing offers vast terrain with hundreds of kilometres of marked trails from beginner to expert
Banff summer adventures bring you face to face with nature Marvel at majestic wild animals inspiring wild spaces jagged mountain peaks and thickly forested alpine valleys Enjoy abundant Banff Lake Louise summer activities Explore scenic driving routes Take a casual stroll through wildflowers in an alpine meadow or test your extreme limits climbing to the roof of the Rocky Mountains Backpack across rock ridges formed by undersea oceans over 45 million years ago Tee off at a five-star golf course Throw a fish hook in the water walk on a glacier or canoe on Lake Louisersquos turquoise water Finally you could also take a guided trip outside the park for whitewater rafting and ATV fun
(Adapted from httpwwwbanfflakelouisecom)
Comprehension Questions1 What is one of the Rockiersquos most beloved destinations2 What kinds of activities does this reading say you can do at Banff in the summer3 What do you think sounds more interesting-the winter or summer activities Why
Discussion Questions1 What is the difference between reading one and reading two about Banff National Park2 Which one makes you want to visit Banff National Park more Why List some words
that make you interested in traveling there3 Where would we find a reading like reading one4 Where would we find a reading like reading two
16
List some facts and opinions from Reading One and Reading Two
Reading One Reading Two
Facts
Opinions
Reading 7 Cultural Tourism
Welcome to Rural Vietnam
Welcome to a corner of Asia where you willfind a lifestyle that goes back for centuriesFishing on the Mekong Delta farming in Central Vietnam or crafts in Bac Ninh Provincemdashwhatever your own interest we are sure you will find something to delight you in rural Vietnam
Vinh Long ProvinceLocated between the Tien and Hau rivers the fertile lands of Vinh Long nourish thousands of fruit orchards while the countless small islands provide ideal conditions for ecotourism and observing wildlife In addition you will be able to observe the centuriesmdashold activities of Southern Vietnam such as processing rice paper and traditional Vietnamese cooking Especially interesting in Vinh Long is the opportunity to stay overnight in local residentsrsquo homes There is a small but growing number of private homes that offer home stays At the moment they provide accommodation and entertainment for up to 150 tourists per night
Quang Nam ProvinceFor visitors who want to be really active in their holidays we recommend a visit to one of thevegetable farming villages near the town ofHoi An in the central province of Quang NamHere for a day you can toil shoulder to shoulder with a Vietnamese farmer Hosts and guestswork the land planting rice or collecting vegetables that they sell in the local marketsFor lunch you can get to eat colocynth (similar to a bitter apple) and tom huu which is atraditional dish made of vegetables
Bac Ninh ProvinceThe homeland of Quan Ho art has many traditional trade villages In Xuan Lai village you can find excellent bamboo products especially from black bamboo while Phu Lang is famous for its pottery Thousands of ancient pots have been found here and even today there are
17
about 300 families in the village doing pottery work
Tho Ha is famous for pottery but nowadays it has also started to produce wine Another village that is well known for traditional wines is Van on the bank of the Cau River The villagers here are happy to let visitors photograph their wine being made and to try it or to buy it but the brewing process itself is a secret
Finally Da Hoi is a must This 400 year old trade village is famous for its traditional silk cloth and women there still raise silkworms and weave fabulous fabrics that they sell
Check your Understanding1 What can you do in Quang Nam Province if you are feeling active2 What kind of cultural products can we find in traditional Vietnamese trade villages3 Where can up to 150 tourists per night stay in Vinh Long Province4 Which province would you want to visit most Why
Match the vocabulary word from the reading with its closest definition on the rightDelight WorkNourish Skilled workToil CaterpillarTrade Provide forSilkworms Please
Think about all of the places that you would like to experience culturally Where would you go What would you see and do Discuss your answers with a partnerReport your answers back to the class
(Adapted from Tourism 2 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2009 Pg 48-49)
Reading 8 Tourists in a Fragile Land
ECOTOURISM
VOCABULARY IN CONTEXTGuess what the underlined word means in each numbered sentenceCircle T or F for the statement that follows
1 The desert landscape is very flatT F ldquoLandscaperdquo means the way the land looks
2 We must preserve the rain forest because it is the home of many birds that cannot live anywhere else
T F It would be good to cut down the rain forest now so we can use the wood
18
3 The ozone hole may be dangerous to people who live on the earth It is a hole in the ozone layer
T F The ozone layer is made of gases that protect the earth from the bad effects of the sun
4 Some scientists believe that global warming will cause the ice of Antarctica to meltT F The earth will become too hot
5 That island is inhabited only by birdsT F All kinds of animals live there
6 The highest mountain in the world is Mount Everest I donrsquot know how some people can go there because it is such a harsh place
T F Itrsquos really comfortable
7 Next summer I am going to travel to a very remote part of Asia It will take a long time to get there but I want to go to a place where few visitors have gone
T F This is a place thatrsquos easy to get to from the big city
8 His wife said ldquoThink about the consequences if you lose your jobrdquoT F She might want her husband to think about not having any money to pay
the bills for the family
9 The coastal cities of a country are often popular vacation spots because people like to be near the ocean
T F These places are often in the centre of the country
10 The oceans of the world are vast places of waterT F The oceans are smaller than other places of water
11 The ice on the pond was so fragile that the children couldnrsquot ice skateT F The ice could break easily
Making Predictions Tourists in a Fragile LandYou are going to read an opinion essay about tourism in Antarctica The essay was written by a scientist who works there What do you think his opinion will be Choose one
a Tourists should not visit the Antarctica because they may cause problemsb Tourists should visit Antarctica because there is so much for them to learnc Tourists to Antarctica should pay a special tax to help scientists with their work there
19
Tourists in a Fragile Land
As a scientist working in Antarctica I spend most of my time in the laboratory studying ice I am trying to find out the age of Antarctic ice All we know for certain is that it is the oldest ice in the world The more we understand it the more we will understand the changing weather of the Earth Today I had to leave my work to greet a group of tourists who were taking a vacation in this continent of ice And although I can appreciate their desire to experience this beautiful landscape I feel Antarctica should be closed to tourists
Antarctica is a place of important scientific research and it must be kept only for this purpose Many scientists are using Antarctica to study the effects of the ozone hole that was discovered above Antarctica in 1984 They are also trying to understand global warming If the earthrsquos temperature continues to rise the health and safety of every living thing on the planet will be affected Also biologists and botanists study the animals and plants that live on the frozen land trying to understand how life can live in such a harsh environment
When tourists come here they can hurt the environment and interrupt our research Many scientists complain that tourists leave garbage on beaches and disturb the plants and animals In a place like Antarctica it can take 100 years for a plant to grow back after it was picked andtourists taking pictures of baby penguins from cruise ships caused an oil spill that killed many penguins and destroyed a 5 year research project
There is no government here and it is owned by no one Who will protect it Who is responsible for it The scientists are trying but the tour companies making money by sending tourists south are not If we donrsquot protect Antarctica now there may be serious consequences for everyone The ice here holds 70 of the worldrsquos fresh water If the ice melts it will cause devastating floods The ice also acts as a natural air conditioner for our planet Clearly Antarctica should remain a place for careful and controlled scientific research The only way to protect this fragile and important part of the planet is to stop tourists from travelling to Antarctica
Tourists in a Fragile Land1 Look at your prediction you chose about Tourists in a Fragile Land Was your prediction correct
2 Number the following main ideas in the order they appear in the reading
_______ Antarctica has no government_______ The entire world may be affected by problems in Antarctica_______ Many different scientists learn new things by studying Antarctica
20
3 Complete the following outline of the reading with details to support the pointsa Scientists learn new things in Antarctica because it is different from other places How is it different
i ______________ ice in the worldii Itrsquos plants and animals live in a very _____________ environment
b Problems in Antarctica may affect the worldi There is a large ________________ above Antarcticaii It has ____________ of the worldrsquos fresh wateriii The ice acts as a natural _________________ for the earth keeping it cool
4 The following statements are false Rewrite the false statements to make them truea The oil spill caused by a cruise ship killed many scientistsb The writer of the essay knows the age of Antarctic icec Biologists and Botanists study the scientists that live on Antarctica
Reading 9 Travel Journal A Tourists Experience
Travel Journal ndash A Touristrsquos ExperienceChile South America February 16The sunlight was shining so brightly as our plane flew over the snow covered Andes mountains which seem to go on forever
Island of Cape Horn February 16We spent the morning at a small church named Star of the Sea This is a quiet place where visitors are invited to remember all of the international sailors who died here They were all trying to sail around the southern part of South America and many of them lost their lives at sea
Drake Passage-aboard the tour ship Explorer February 19We were welcomed today by the captain and crew They gave us warm Antarctic jackets and introduced themselves to us Sea birds followed the ship closely sailing in the cold wind As we headed south we saw a pink ship in the distance Our captain explained that it was not a ship but an iceberg-the first one of our trip The more I saw the more I wanted to learn about this unique and beautiful place
Deception Island Antarctica February 21We landed on Bailey Head where thousands and thousands of penguins greeted us The crew gave us rules to follow to protect the environment We were told to bring all of the trash that we could find on the ice back to the boat because a scientist on the ship is studying how much garbage is created by tourists in Antarctica each year We were also told not to disturb or feed the penguins because it is harmful for them
21
Paradise Bay Antarctica February 25Today we reached the mainland of the continent Our guide helped us walk through snow to the peak of an iceberg 500 feet above the sea We heard the noisy sound of penguins and later we explored the mountains of ice in motorized rafts It was incredible I always thought ice was white but here in Antarctica it is blue because it absorbs all of the colours of the rainbow except blue All around us are mountains of ice that no one has ever explored It amazed me to think that no human has ever walked on these It is so beautiful We need to help protect this special environment When I get home it will be hard for me to explain what my trip was like but I will try
A Travel Journal
1 What kind of person do you think this tourist is2 Do you think she did anything that was dangerous to Antarctica Explain3 Which part of her trip did she enjoy the most Which part would you enjoy the most4 What did people do on this trip to protect Antarctica and keep it clean5 The chart below compares the views of the scientist with the views of the tourist Look back at Tourists in a Fragile Land and A Travel Journal and fill in the missing information
OPINIONS OF THE SCIENTIST OPINIONS OF THE TOURIST
1 The Antarctic environment must be preserved for research
1 As tourists learn about Antarctica and return home to tell their friends and family about its importance they may want to help preserve the environment of Antarctica
2 2 Tourists can help scientists with their experiments (collecting garbage for research)
3 Tourists donrsquot care aboutAntarctica
3
6 Which opinion do you agree with more-the scientists or the tourists Are there certain places in the world tourists shouldnrsquot be allowed to travel
(Adapted from Northstar Reading and Writing Intermediate 2nd ed Unit 6)
22
Reading 10 GAP Adventures
CORPORATE PROFILE GAP ADVENTURES
If you are tired of the one-week-in-the-Florida-sun vacation and want to do something exciting and off the beaten path then GAP Adventures is the perfect company to turn to They provide more than 600 different itineraries in more than 100 countries and have during the last yearsgiven more than 20 000 travelers the adventure of their lifetime This year approximately 15 million more people are expected to visit their web site some of them to change their lives forever
Their philosophy ldquoThe Freedom of Independent Travel with the Security of a Grouprdquo has been practiced since the start They respect their travelers as individuals and there is no requirement to be athletic to go on one of their trips The only thing needed is to have the spirit of adventure and the desire to experience a world totally different from what you areaccustomed to
Also the concept of responsible tourism is very important to GAP Adventures and they come and go and interact with the local populations leaving behind them only footprints Their commitment is to support local people and communities and to protect the environment they travel in To that end GAP Adventures developed Planeterra-the GAP Adventures Foundation that gives back to the people and communities their passengers visit on their trips
They hire people in different departments like Operations Product Sales and Marketing employing more than 300 staff worldwide Maybe the most obvious choice for you is the position as a GAP Tour Leader In this position you make peoplersquos holiday dreams come true and make sure all passengers have an enjoyable time
The local hostel where you spend the night is your home and your office is your backpack On your way to work you might have to hike the Inca Trail or canoe down the Amazon River This is the perfect job for you if you are passionate about different cultures travel and care about sustainable tourism
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 73)
GAP Adventures1 Match the following words from the reading on the left to words on the right that are closest in meaningAccustomed Spirit of adventureItineraries Philosophy Desire
uncommon placecourageresponsibleguiding beliefinterest
23
Off the beaten path Sustainable
familiar witha planned route
2 How is GAP different from other holiday tour operators3 What does ldquoleaving behind them only footprintsrdquo mean4 What is Planterra5 True or Falsea The GAP philosophy is ldquoThe Freedom of Independent Travel Without the Security of a Grouprdquob GAP Tour Leader is the perfect job for you if you like to be alone and sleep on the beach all dayc GAP Adventures has traveled with more than 20 000 travelersd Travelers must be athletic to travel with GAP
Reading 11 A Day in the Life of Richard Spacey
A DAY IN THE LIFE OF RICHARD SPACEYCruise Director Royal Caribbean International
Voyager of the Seas one of the largest and most innovative cruise ships ever built has a total guest capacity of 3700 with 1200 crew members Voyager of the Seas is a revolution in the cruising industry A floating city she features the worldrsquos first floating ice skating rink a rock climbing wall an inline skating track and the largest and most advanced theatre on the seas There is a four-story Royal Promenade shopping and entertainment area the entire length of the shop that acts as the main area for the ships activities and entertainment Cruise director Richard Spacey was very important in organizing the entertainment and activities program aboard with a support staff of 130 people What follows is an account of a day in the life of the cruise director of one of the largest cruise ships in the world
MONDAYmdashFIRST DAY AT SEA
730-830 am- Yesterday 3650 guests came aboard the ship in Miami and we headed for our first port of call Labadee our own private island on the coast of Hispaniola Before most of our guests arrive I plan and submit our daily activities schedule for the whole voyage to our hotel director Three couples were married in the wedding chapel yesterday and they are included in the 108 couples that have chosen to spend their honeymoon with us I have organized a special party later in the week to celebrate this happy occasion The youth activities manager reports that there are more than 600 children aboard ranging in age from 3 to 17 We offer a special deck and pool areaarcade for children in addition to our extensive youth facilities which include a teen dance hall
24
I oversee the cruise management team consisting of youth activities international guests shore excursions and business group functions including seminars group meetings presentations and cocktail parties
845-930am- Hotel directorrsquos meeting All of the division heads in the Hotel Department meet to discuss the daily operation of this floating hotel Todayrsquos agenda includes a monthly safety meeting Each division head presents his or her monthly report on safety and environmental protection Hospitality and the safety of our guests and crew are our top priorities
945-1030am- The start of my public duties I give a daily announcement and an explanation of all the activities and entertainment happening on the ship I start my morning walk around Time to start the first session of Jackpot BINGO for the week I walk by two acrobats performing for our guests on deck to entertain them They play different characters through the cruise and add quite a lot to the guest experience
The ice rink is busy with guests skating at our first All Skate session There are several sessions throughout the day The ice skating cast of performers are responsible for running the session as well as skating in our Ice Show
1100-1200noon-Time to change out of my day uniform into a business suit and put on stage makeup for the taping of our onboard talk show called ldquoVoyager Liverdquo I am one of the main sources for revenue making on board The television show is great on a small floating city 37 channels offer safety information music shopping tips CNBC CNN ESPN and free movies in several languages
Noon - Lunch with the staff in the Officers and Staff Dining Room
100-230pm -Change out of my business suit into shorts and a t-shirt to introduce the Belly Flop Competition at 130 at the pool Always a ldquobigrdquo event among our guests Quite a few laughs This is followed by cruise style horse racing We pick six people who move six wooden horses by a roll of the dice The betting is fierce as all of the guests cheer their favourite horses on Everyone loves the horse racing I am the track announcer for three horse races
I stop by the Sports Court to check out the action The sports court is full of families enjoying our Family Hour activities with the youth staff We offer a nine hole mini golf course golf driving simulator full court basketballvolleyball inline skating table tennis and a rock climbing wall that rises up 200 feet
300-830pm -First a POWER NAP The day will not end until about 1230am Being available all of the time is very exhausting The nap will help me stay up late
After I go back to the office to catch up on email and help organize the office It is also time to work on budgets and revenue predictions for next year
25
At dinner hour I got to the main deck to speak with the guests at the Welcome Aboard reception The captain gives his welcome speech and then we send them off to their dinner or the show at 830
At 830 I meet in the Champagne Bar with the hotel director before dinner Tonight we will entertain guests who are on their 50th cruise and also a company who is thinking of booking 700 guests on a future cruise with us
900-1230am -I introduce the entertainment for the night in our main theatre for the guests After dinner and dessert I introduce the same show for the second seating and watch the show for quality control After the show finishes I do a final walk around the lounges on the ship with my assistant We have live music playing everywhere and karaoke has just finished in one of the main lounges The dance hall is full because of singlesrsquo night tonight and there are a few couples enjoying music in the Jazz club
A long full day Time for bed because I have to be on the deck at 800 am to welcome our guests to our first destination Labadee
Discussion Questions
PART A (730-945am)1 What does Richard do before most of the guests arrive2 How many guests are on the Voyager of the Seas How many of those are children3 What departments does Richard Spacey oversee as Cruise Director4 What is the agenda at the Hotel Directorrsquos meeting
PART B (945-100pm)1 What kind of announcement does Richard make at 9452 Who does he meet performing on the deck and what are they doing3 What two activities has Richard organized to start during this time4 Why does Richard have to change into a business suit at 11
PART C (100-830pm)1 Why does Richard change out of his business suit and into a pair of shorts2 What two events are very popular among the cruise ship guests3 What services do they offer at the Sports Court
PART D (830pm-1230am)1 Why does Richard take a nap during the middle of his business day2 Who does Richard have dinner with at 830 Why are they special3 What events has Richard organized to occur at night for the guests
26
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 53-54)
Follow up ndash Watch Royal Caribbean movie Royal Reunion directed by James Brolin Find on youtube New Royal Caribbean Movie Royal Reunion -- The Short Film Directed by amp Starring James Brolin or on Royal Caribbean website wwwroyalcaribbeancom
Reading 12 Focus on Recreation Hospitality and Recreation Inextricably Intertwined
FOCUS ON RECREATION Hospitality and Recreation Inextricably Intertwined
By Bart Bartlett PhD Professor Penn State Universityrsquos School of Hospitality Management
Americans have more leisure time than ever before and as leisure time has grown leisure activities have evolved and grown as well As a result there are many opportunities for recreation and for careers in recreation management This includes positions in commercial recreation (resorts themed resorts the ski industry) in non commercial recreation (national parks) and in golf clubs and sports venues
In many situations recreation and hospitality go hand in hand When a ski trip combines recreation on the slopes with food and beverage services in the hotel or when a hotel guest uses the hotelrsquos business services and the spa recreation and hospitality are both involved When a convention centre hotel provides rooms food and beverage coordinates meetings and also organizes group activities during the conference hospitality and recreation begin to merge
Resorts and resort hotels are an example of the combination of hospitality and recreation A mega-resort such as Walt Disney World Resort provides a clear example of this point On a Disney vacation a family may enjoy lodging and food and beverage services provided by hotel staff and management trained in hospitality go into the park itself to enjoy attractions and shows arranged and managed by a recreation specialist take a break to enjoy foodservice provided by a hospitality provider and at the end of the day enjoy dinner provided by the hospitality staff and entertainment or dancing arranged by a recreation professional
From this example alone it is clear that the commonalities in settings services and focus on guest satisfaction indicate that hospitality and recreation do indeed work together closely
VOCABULARY
27
Look at the words below With a partner try to think of the definitions of the words below by looking at the words in context from the readings Write down the definitions and compare with another set of partners
EVOLVEDOPPORTUNITIESCOMMERCIALVENUESGO HAND IN HANDCOORDINATESMERGEMEGACOMMONALITIES
Check your Understanding1 What are some areas where you can work in recreation management2 List 3 examples where hospitality and recreation ldquogo hand in handrdquo3 Think of some other places like Walt Disney World where hospitality and recreation work closely together Explain how the two work together
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 374)
Reading 13 Beverage Industry
Java Coffee House CASE STUDY
Michelle Wong is manager of the Java Coffee House at a busy location on Union Street in San Francisco USA Michelle says that there are several challenges in operating a busy coffeehouse such as training staff to handle unusual circumstances For example one guest consumed a cup of coffee and ate two-
thirds (23) of a piece of cake and then said he didnrsquot like the cake so didnrsquot want to pay for his order
Another problem is suppliers who quote good prices to get her business and then two weeks later raise the price of some of the items Michelle says that the young employees she has at the Java Coffee House are her greatest challenge of all According to Michelle there are four kinds of employeesmdashlazy good but not responsible those who steal and great ones who are no trouble
Discussion Questions
28
1 What are some suggestions for training staff to handle unusual circumstances like the one in the case study
2 How do you ensure that suppliers are delivering the product atthe price promised
3 What do you do with lazy employees
4 What do you do with irresponsible employees
5 How do you deal with employees who steal
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 340)
Reading 14 Corporate Profile Starwoods Hotels
Corporate Profile Starwood Hotels
Starwood is one of the worldrsquos largest hotel and leisure companies Its brand names include St Regis the Luxury Collection Sheraton Westin W and Four Points by Sheraton Through these brands Starwood is well represented in most major markets around the world
Operations are grouped into two business segments hotels and vacation ownership operations Revenues and earnings come primarily from hotel operations which include the operation of owned hotels management and other fees earned from hotels managed through contracts and the collection of franchise fees
Second Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80countries and is made up of 140 hotels
29
Next Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts There are 19 vacation ownership resorts in the United States and the Bahamas
Fourth Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition The luxury brands continue to find new customers while maintaining loyalty among the worldrsquos most active travelers The strength of the Starwood brand is proven by superior ratings received from hotel guests and industry magazines The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list
Fifth Starwood has sophisticated and diverse hotel properties throughout the world including the St Regis in New York City the Phoenician in Scottsdale Arizona the Hotel Gritti Palace in Venice Italy the St Regis in Beijing Chinarsquo and the Westin Palace in Madrid Spain These are among the leading hotels in the industry and they provide the highest quality and service
Finally Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises Starwood plans to meet these goals by taking advantageof its large customer base and reach in the industry to reduce costs The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals more challenging
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 566)
Match the sentence parts to make correct definitions1 Starwoodrsquos strong brand a comes primarily from hotels2 Revenue at Starwood b is proven by high ratings from guests and industry
magazines3 Luxury and upscale hotels c help to increase Starwoodrsquos global presence totaling 733
hotels4 Franchised hotels d continue to visit Starwood hotels because of the high
quality and service5 Loyal Travellers e represent the majority of Starwoodrsquos hotel properties
Look at the statements below Put lsquoMrsquo next to the statement that is the MAIN IDEA Put lsquoSrsquo next to the statement that is a SUPPORTING IDEA or DETAILParagraph 1a Starwood is one of the worldrsquos largest hotel and leisure companies _______b Operations are grouped into two business segments hotels and vacation ownership operations ______
Paragraph 2
30
a Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80 countries and is made up of 140 hotels ______b Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry ______
Paragraph 3a There are 19 vacation ownership resorts in the United States and the Bahamas _______b Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts ______
Paragraph 4a Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition _______b The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list ______
Paragraph 5a These are among the leading hotels in the industry and they provide the highest quality and service ______b Starwood has sophisticated and diverse hotel properties throughout the world _____
Paragraph 6a Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises ______b The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals morechallenging ______
Match each word from the reading with a definition Write the letter of the definition next to the word1 Brand a worldly cultured and refined2 Revenue b a part of the whole3 Segment c different in design and services4 Loyalty d a product or image created by a company5 Sophisticated e make good use of something for personal benefit6 Upscale f above average in quality of high rank7 Diverse g permission given by one company to another to sell its products
and services8 To take advantage of h income9 Franchise i expensive and wealthy sector of the market10 Superior j support and confidence in a person or company
31
Complete each sentence below using one of the words from above Be sure to use the correct form of the word Not all words will be used1 The company decided to hire Nicholas over all the other applicants because he had __________ skills and experience2 Companies reward customers for their __________3 John spoke with the manager at his local McDonalds to see how he could open up his own ____________4 Elena has travelled all over the world and she can speak 4 different languages She is so ______________
Reading 15 Hospitality is Offering a Cup of Kindness
FOCUS ON SERVICEHospitality is Offering a Cup of Kindness
William B Martin Cal TechmdashMonterey Bay
Customer service is the primary focus of hospitality It is what hospitality is all aboutmdashwhat we do If you are interested in a hospitality career it is important to understand and learn as much as possible about customer service and particularly how to be successful at it Your success will come from a complete understanding of hospitality
Letrsquos begin by exploring why we provide hospitality Why are hospitality businesses in business What is the primary purpose of a foodservice operation A lodging travel or tourism related business Is it just for money Many of you might answer lsquoyesrsquo to this question But as you will see hospitality is much more than just about money Money is important but it is not the primary purpose of hospitality
Our job is to enhance the lives of those people (guests customers passengers etc) to whom we are dedicated to serve Yes it is that simple Our job is to make the lives of others better in a small way or big way it makes no difference Whatever it is we are out to make peoplersquos lives on this planet a little bit better or maybe even a lot better This is our purpose It is where we find meaning We enhance their lives through service and begin by understanding what it is they need The problem is that all of our guests come with many needs Some we can meet some we canrsquot If you can work toward helping them satisfy these needs you can go a long way toward making their lives better through kindness Quality customer service demands that service providers understand what it is that you want Kindness after all comes through understanding Kindness is demonstrated by making everyone feel welcome
Quality customer service also requires that we make all our guests feel so comfortable that they donrsquot need to worry because they are in good hands Whether they deserve it or not they should be made to feel important Why Because we all have a need to feel important This is our job
32
We need to stay focused on the primary purposes of hospitality We need to understand the power of kindness and the importance of satisfying the basic needs of our guests Hospitality and customer service success are found in our ability to enhance the lives of others through how we treat themmdashwith a little cup of kindness
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 17)
FOCUS ON SERVICECHECK YOUR UNDERSTANDING
1 What is the main idea of this reading passage What detail does the author use to support this point
2 According to the article which of these statements would a successful hospitality employee agree withA I always focus on making money when I am workingB I enjoy making the guest feel comfortable and importantC Only the employees who speak with guests need to focus on customer service and kindness
3 Use the vocabulary from the crossword to complete the sentences below Be sure to use the correct form of the wordA Most English teachers try to think about the language___________ of their students when they design their lesson plansB Students who are ___________ to learning English study it every single day These students _________ their high grades and praise from the teacherC The ________ in Rm 118 has checked out He left the housekeepers a large tip for their excellent and fast __________D Irsquom never shopping at this grocery store again The ________ of their food is horribleE Oh no One of the ________________ for my wedding has cancelled
Reading 16 Hotel Guest
Checking Out a Guest CASE STUDY
33
A guest walked up to the front desk agent in an upscale hotel ready to check out As she would usually when checking out a guest the agent asked the guest what his room number was The guest was in a hurry and showed his anxiety by responding ldquoI stay in a hundred hotel rooms and you expect me to remember the room numberrdquo
The agent then asked for the guestrsquos name to which he responded ldquoMy name is Mr Johnsteinrdquo After asking him to repeat himself the agent began to look for the guestrsquos last name but the name was not listed in the computer Because the man had a heavy accent and the agent assumed that she had misunderstood him she politely asked the guest to spell his last name He answered ldquoWhat Are you an idiot The person who checked me into the hotel last night had no problem checking me inrdquo Again the agent looked on the computer to find the guest was not in the system
The guest becoming even more frustrated said ldquoI have a plane to catch and it is ridiculous that it has taken you this long to check me out I also need to fax these papers off but I need to have them photocopied first and the agent responded ldquoThere is a business center at the end of the counter that will fax and photocopy whatever you needrdquo The guest replied ldquoIf I wanted your opinion I would have asked you for it Havenrsquot you ever heard of customer service Isnrsquot this a five star hotel With your bad attitude you should be working in a three star hotel I canrsquot believe they let you work here at the front desk Havenrsquot you found my name yet
The agent who was beginning to get upset asked the guest again to spell out his full name The guest angrily replied ldquoHere are my papers I want faxed if you are capable of faxing themrdquo The agent reached to take the papers and the guest shouted ldquoDonrsquot grab them from my hand You have a bad attitude and if I had more time I would talk to someone about getting you removed from your position to a hotel where they donrsquot require such quality of customer servicerdquo
The agent was very upset but kept herself calm to prevent the guest from getting annoyedThe agent continued to provide service to the guest sending the faxes and making the photocopies he had requested Upon her return the agent again asked the guest to repeat his last name because he had failed to spell it out The guest replied by spelling out his name ldquoJ-o-h-n-s-t-o-n-erdquo The agent was finally able to find his name on the computer and checked him out while he continued to verbally attack her The agent finished by telling the guest to have a nice flight
Discussion Questions1 Should the front desk agent have called the manager over to finish the checkout Or should she deal with the rude customer herself2 Would you have handled the situation the same way If yes explain why If no what would you have done it differently
Prepare to share your ideas with the class
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 pg 159)
34
Reading 17 Trends in Visitor Attractions
Trends in Visitor Attractions
What changes have there been in the development of attractions over the years Think about the difference between attractions when your parents were your age and what they are like now
Take a look at the reading below and see if your predictions were correct
INSIDE TOURISM THE CHANGING FACE OF THE lsquoATTRACTIONS INDUSTRYrsquo
As the wishes and tastes of tourists and visitors change tourist attractions have to change as well In the last twenty or thirty years there have been some significant developmentsNatural attractions like sandy beaches and mountains cannot change very much but there have been developments in particular a concern to preserve the environment and to make any buildings fit into the natural context
Perhaps the greatest changes have been in man-made attractions like museums and historic sites which have been redesigned to make them more interesting and entertaining places to visit while still maintaining their role of teaching visitors about the past In many of them the aim is not just to display the past but to take visitors into the past in an interactive waySome have been converted into lsquoliving museumsrsquo where actors in costumes meet the public and play the roles of characters from the past In others history is made vivid and exciting through the use of realistic waxworks animatronic models sounds and even smells to conjure up a sense of the past
Traditional festivals by definition are unchanging but there has been a trend to increase the number of special events and festivals as cities realize that holding a music festival or an arts event is a good way of attracting tourists
Entertainment and leisure facilities are always having to reinvent themselves In the developed world the simple rectangular swimming pool for example is no longer enough-it has to be a water park with flumes chutes splash zones and wave machines
The tourist is always looking to discover new attractions (as if their happiness depends on it) and because of this the lsquoattractions industryrsquo has to keep on changing
Check your Understanding1 Why do tourist attractions have to change
35
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
Table of Contents
Readings Page
1 Selling Indiarsquos Rainy Season helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip1
2 Explore Niagara helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip4
3 Avoiding Cultural Tabooshellip helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip5
4 Culture and Body Language helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip9
5 My Time on Coconut Islandhelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip12
6 Banff National Park Onehelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip15
Banff National Park Two helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip16
7 Welcome to Rural Vietnam helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip17
8 Tourists in a Fragile Land helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip18
9 Travel Journal A Tourists Experience helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip21
10 GAP Adventures helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip23
11 A Day in the Life of Richard Spacey helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip24
12 Hospitality and Recreation Inextricably Intertwinedhelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip27
13 Beverage Industry CASE STUDY helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip 28
14 Corporate Profile Starwoods Hotels helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip29
15 Hospitality Is Offering a Cup of Kindness helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip32
16 Hotel Guest CASE STUDY helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip34
17 Trends in Visitor Attractions helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip35
18 The First Aiderrsquos Role helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip36
19 Emergency Action Principles helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip37
Reading 1 Selling Indias Rainy Season
Weather and Vacations Pre-reading Discuss the following questions with a partner 1 What kind of weather do you like the best when on vacation 2 Have you ever been on vacation in unpleasant weather 3 Where would you like to go on vacation for the following types of weather
Type of weather Destinationsnowy ____________________rainy ____________________very hot ____________________rather cool and breezy ____________________
A Read the title of the article and answer the following questions
1 Who is probably interested in selling Indias rainy season a Indian companies that sell water to neighboring countries b tour operators who want to convince tourists to visit India during the rainy season c Indian weather scientists who are researching ways of preventing the rainy season
2 Which Indian industry does the rainy season probably hurt the most a the agricultural industry b the fishing industry c the tourism industry
3 What group of people are interested in coming to India during the rainy season a wealthy people who can afford an expensive vacation b people from dry countries c water control engineers
B Skim the article to see if your answers were correct C Read the article again then answer the questions that follow
Selling Indias Rainy Season
In the spring the heat intensifies over the northern Indian plains pulling in humid air from the Arabian Gulf to the southwest The first storms begin with dramatic displays of thunder and lightning and by July the rains sweep across the entire country The rainy season which lasts until October brings cooler temperatures new life to the dry brown fields and often
1
floods in the wettest areas
This is the monsoon I traditionally a joyful and very important time for Indian agricultural workers It has been less happy for those who work in the tourist trade because the number of visitors in this season tends to drop by half For the last few years however there has been a movement to increase tourism both foreign and domestic during this normally slow time of the year The agreed-upon goal is to bring more tourists to selected parts of the country According to a report issued by an Indian industry group appropriate destinations for the monsoon season must remain accessible by road during the wettest months and have a countryside that looks its best during the rains
Tourist agencies in various states have responded to the challenge Goa the former Portuguese colony near Mumbai and Kerala in the extreme south have begun offering monsoon packages They say there are many reasons in addition to the reduced off-season prices to visit their states during this time of the year One is to see the lush green landscapes Goa has beautiful islands waterfalls lakes dams and wildlife sanctuaries that can be enjoyed during the monsoons says Elvis Gomes previous director of the tourism department in the state Other attractions are the many colorful festivals For example Sri Jagannath Yatra a festival held around the country at the beginning of the monsoon features a colorful procession A third is simply the joy of the season As one Kerala promoter says The splashing waters make the monsoon the favorite season in India You can feel the magic The washed streets and fresh leaves seem to smile with you
Resorts in the rain-soaked areas have added special facilities designed to attract monsoon visitors For example some have built water parks areas with a series of connected pools water slides and fountains which people can splash around in and open-air discos where people can dance when it pours Some hotels have also constructed private patios next to their guest rooms so that their guests can shower naturally in the rain
The idea of enjoying a rainy holiday seems strange to many but it has definite allure for Arab tourists from the dry Persian Gulf coast To these visitors rain is a very unusual event and a wet vacation sounds exotic and delightful Indian tour operators have taken notice and have started organizing special monsoon tours for Gulf visitors Many of these guests come with their families and like to stay at large resorts where they can spend time together at the water parks or just sitting around a pool Most visitors at the resort stay inside during wet weather but these guests appear to prefer to be outdoors even (or especially) when it rains As fathers and their children in bathing suits swim or play in the rain the ladies of the family fully clothed but without umbrellas sit and watch nearby All are soaking wet and having a great time As a recent visitor explained If we had wanted to be in air conditioning we could have just stayed in Kuwait
Monsoon - a season of heavy rainstorms especially in India and Southeast Asia Lush - with thick heavy growth
2
A The statements below are about the reading Choose the correct answer to complete each one 1 The writers point of view seems to indicate that he or she __ a works for the Indian government b doesnt believe the tourist trade can grow in the rainy season c wishes to describe the situation in a balanced way 2 The rainy season in India is __ months long
a three b four c five 3 The monsoon season is a traditionally happy one for Indian __
a tourists b agricultural workers c construction workers 4 During the rainy season tourism in India tends to __
a increase by 50 b drop by half c stay about the same 5 Compared to other times of the year visiting India in the rainy season is __
a less expensive b more expensive c equally expensive
B Decide whether the following statements about the reading are true (T) false (F) or if the information is not given (NG) If you check (v) false correct the statement to make it true
T F NG1 During the rainy season there are often floods in
the driest areas of India 2 India wants to increase tourism from foreign
countries and within India 3 One Indian festival involves throwing colored
powder 4 Some people dance and others take showers in
the rain S The Persian Gulf coast is a particularly wet area
C Critical Thinking Discuss these questions with a partner 1 Would you like to take a vacation in India during the rainy season 2 Why do Elvis Gomes and the Kerala promoter mentioned in the reading speak so highly of the rainy season in India 3 This article describes quite a few positive points of a rainy season vacation in India What might be some of the negative points
A For each group circle the word that does not belong The words in italics are vocabulary items from the reading
3
1 available obtainable accessible impossible2 repulsion interest allure attraction3 colony enemy outpost territory4 equipment fixtures foodstuffs facilities5 damp humid muggy brisk6 intensify modify strengthen build up7 off-peak slow period off-season offspring8 parade procession marchers party9 sanctuary invasion refuge preserve
B Complete the sentences using the words in italics from A Be sure to use the correct form of the word
1 I much prefer dry weather although ________weather is quite good for most plants 2 That island is a ___________for birds They can live there undisturbed by people 3 That top secret information is only ________to the president and his closest advisors
(Source Anderson N J Active Skills for Reading Book 3 Unit 1 pages 12-16)
Reading 2 Explore Niagara
Can you recognize these places Where are they
Discussion Questions1 How do these places combine hospitality and recreation2 Which would you prefer to visit Why3 What facts and opinions can you find in the Explore Niagara reading
Explore Niagarahellip
4
Niagara Falls in Ontario Canada is a destination unlike any other From the top of the Skylon Tower (775 feet up) to the base of the Horseshoe Falls (188 feet down) Niagara Falls is an awe-inspiring vacation destination
The Falls give off a round-the-clock roar a refreshing mist and a reminder of just how wondrous our natural world is From the marvel of gazing at the Falls from innumerable look-out points to adrenaline-fueled activities like whitewater jet boats there are many ways to experience them including many Niagara Falls attractions for all ages
There are many ways to get up close to the Falls put on the famous blue raincoat and jump aboard the Maid of the Mist go right up to the base of Niagara Falls walk behind them at Journey Behind the Falls or fly over them in a helicopter ride And thatrsquos just the beginning
Even at night the Falls are impressive The nightly illumination means you can enjoy them from anywhere you have a Falls view from your Niagara hotel restaurant cocktail lounge or observation deck Every Friday to Sunday during the summer months and on special occasions Falls Fireworks add a little extra colour to the display
If you want to explore the town Niagara Falls is a bustling destination full of activities for most everyone vineyards and world-class golf courses kid fun at Clifton Hill fine dining and casual eateries casinos and live Niagara entertainment spas and leisurely country drives to Niagara-on-the-Lake cycling adventures and hiking trails Visit Niagara and experience it forever
(Adapted from httpwwwniagarafallstourismcomexploreniagarahtml)
Follow-up ndash Watch ldquoBehind the Fallsrdquo and ldquoHelicopter RiderdquoIn groups Plan a 3-day trip to the Niagara Region
Reading 3 Avoiding Cultural Taboos
A How well do you know your own culture Write a rule for correct cultural behavior in each of the following areas dining _____________________________________________________introducing yourself in a business setting _________________________wearing certain colors of clothes ________________________________being punctual ______________________________________________ physical contact _____________________________________________ smoking ____________________________________________________
B Compare your answers with a partner Then discuss what happens when someone breaks each of the rules you wrote
5
A Under which subtitle would you expect to find the following topics Match the topics with the subtitles
1 kissing _____a Speech and gestures 2 covering your shoulders _____b Religious customs 3 pointing at someone _____c Sensitive topics 4 wrapping paper _____d Displaying affection 5 asking too many questions _____e Choosing gifts6 clocks and fans _____f Opening gifts
B Now scan the subtitled sections to see if you were correct
C Read the passage then answer the questions that follow
Avoiding Cultural Taboos
Thanks to the speed and convenience of modern travel destinations that used to take a long time to travel to can now be reached quickly and easily Even though jet flights make far-off locales seem close they may still be different from your home country in various important ways Therefore it is important to adapt your behavior so that you dont insult or offend the local people Here are some tips that will make communication easier and your trip more enjoyable
1 Speech and gestures Never raise your voice in order to make yourself understood If you do not know the word for something in the local language or cannot make yourself understood verbally try drawing a picture or pointing to an object Remember though that pointing directly at a person can be highly offensive in some cultures If you have to point something out do so by gesturing towards the object with the palm of your hand flat facing upward and your fingers outstretched Before you travel try learning some basic words or phrases of the local language Most useful are those that express gratitude and politeness such as words for please thank you and may I as well as basic greetings
2 Religious customs Consider the main religion of the country you plan to visit and read about any taboos related to clothing especially if you plan to visit places that are considered sacred As a precaution bring conservative clothes such as shirts or T-shirts that cover your shoulders and long trousers
3 Sensitive topics
6
Avoid topics of conversation that you think may be sensitive If a topic is sensitive in your own culture it will more than likely be the same in other cultures Feel free to show interest in the history and customs of the place you are visiting but dont ask too many questions about why things are done a certain way you may offend the local people
4 Displaying affection Keep in mind that in many cultures displaying affection in public is considered taboo Kissing on the street or in public places is unacceptable behavior and should be avoided If you are unsure of how to behave watch the local people and copy them-if they dont behave in a certain way you probably shouldnt either
5 Choosing gifts If you are traveling on business or plan to stay with a host family and you wish to take a gift do some research The idea of the perfect gift varies greatly from country to country and one of the easiest ways to offend somebody is to give the wrong gift In China it is taboo to give clocks and fans The Chinese word for fan has a similar sound to the word for separation while the sound for clock is similar to that of death In Japan gifts should never be given in sets of four as the sound of the word four in Japanese is similar to the sound of the word meaning death
6 Opening gifts The opening of gifts is also treated very differently around the world In many Western countries do not be surprised if your hosts immediately tear the wrapping paper from a gift in great excitement They will then tell you how wonderful the gift is even if they do not like it In most Asian countries it is considered impolite to open gifts in front of the gift-giver for fear of offending the person
Wherever you go in the world always be tolerant of the local customs Avoid being critical try instead to show respect for the values of the country you are in even if you do not necessarily agree with them
1 The author of the reading passage has most likely __ a traveled a lot b taught at a university c written several books
2 According to the reading which articles of clothing should YOIJ plan to travel with a a T-shirt and shorts b a jacket and hat c pants and a long-sleeved shirt
3 If a topic isnt appropriate to talk about in your country it probably __ okay to talk about in another country
a might be b should be c isnt 4 According to the reading __ is not appropriate behavior in many countries
a kissing in public b expressing gratitude c giving presents 5 According to the reading the best gift to give someone from China is __
a a fan b a clock c neither a nor b B The statements below are about the reading Complete each one using the correct word or
7
phrase 1 Itrsquos useful to learn words for please thank you may I as well as ________________2 When youre unsure about how to behave watch the ______________ 3 The Chinese word for clock and the Japanese word for four both have the
same sound as the word meaning _______________ 4 In Asian countries it is considered impolite to open gifts ______________the giver of the gift 5 While in another country if a local person cant understand something you are saying try _____________or pointing to the object
C Critical ThinkingDiscuss these questions with a partner 1 Which topic that the author covered do you think is the most important Why 2 What other topic could be included in this reading passage
VocabularyA Look at the list of words and phrases from the reading Match each with a definition on the right 1 far-off a place 2 locale b patient able to bear annoyance well 3 adapt c deserving of religious respect 4 gratitude d a feeling of liking or love 5 sacred e not modern cautious 6 conservative f thankfulness 7 affection g pointing out what is wrong 8 tolerant h change to be more suitable 9 critical i distant
B Compete the sentences below using the vocabulary from A Be sure to use the correct form of the word 1 When Jamie moved into her own apartment it took her a while to _________ to living alone 2 Claras father has some very _______________beliefs For example he thinks a woman shouldnt work after she gets married 3 After receiving a gift in the United States its common to send a thank-you card to express ones ________________ 4 That beach community has become a favorite ________________for retired people to live in 5 Jacks parents are too ___________of their sons bad behavior They let him do whatever he likes 6 Hiromi has a great deal of ______________for her grandfather and visits him at least once a week 7 Ive been to many neighboring countries but Ive never traveled to any really _____________ places 8 Kristin and Marcus disagree a lot and they are very _________of each others opinions 9 Churches mosques and temples are ____________places for religious activities
8
(Source Anderson N J Active Skills for Reading Book 3 Unit 1 pages 17-20)
Reading 4 Culture and Body Language
BODY LANGUAGEOrder the following elements of communication in terms of importance tounderstanding the messageWords _____Tone of Voice _____Facial and Body Expressions ______
You might be surprised by the answer
Much of the impact you create an interview is based on your body language and getting this right is essential The way you walk sit and act may influence your interviewerrsquos opinion of you as much as what you actually say
Here is a list of body language behaviour in North America Categorize them as either negative body language or positive body language
Staring at the floor Direct Eye Contact Strong Handshake Nodding Sweating Crossing your arms Pointing with your finger Playing with your clothesSmiling Standing or sitting very close to another personGood Posture Leaning closer to another person Fidgeting Looking at your watch
Positive Body Language Negative Body Language
(Adapted from Cambridge English for Job Hunting Cambridge University Press Colm Downes 2008 Pg 50)
What are some examples of positive and negative body language in China
Positive Body Language Negative Body Language
9
When we communicate with other people it is not only our words that contain the meaning An important part of that meaning comes from what is called non-verbal communication By this we mean facial expression gestures with hands arms legs the way we sit or stand the way we touch other people the distance we keep between ourselves and the people we are talking to our dress and our appearance All these say something to other people
Facial expressions and gestures are used by everyone often spontaneously even unconsciously Smiling for example is found in most cultures as a sign of happiness or pleasure Gestures such as pointing waving shaking or nodding the head are also widely used although the gestures themselves do not always mean the same in every culture I once asked a Portuguese student why bank officials in Lisbon seemed so unhappyndash sorry Lisbon bank clerks but its true ndash and he told me that if they smiled too much they would not seem serious about their work
Because many non-verbal messages are culture specific they can cause a lot of misunderstanding between people from different backgrounds Northern Europeans and Americans for example like to keep a certain personal space between themselves and others and feel uncomfortable if people come too close to them In these same cultures it is considered impolite to stare but Greeks it is said feel ignored if people do not stare at them in public Europeans usually change their facial expression to show happiness anger boredom sadness For this reason they call oriental people mysterious because they change facial expression much less
In styles of dress we also make important statements about ourselves Dress codes vary greatly from one culture to another and it is easy to make mistakes about peoples status if you dont know the cultural norm In Mediterranean cultures bank officials and similar employees wear short-sleeved open-neck shirts and no jackets This casual dress would not be acceptable in northern Europe where suits and ties are a sign of seriousness Ambitious women in western cultures wear classic clothes in plain colours to indicate their dedication to career
One of the main differences between verbal and non-verbal communication is that we are often not conscious of the expressions and gestures we use and so we are in danger of giving more information than we really want to or even of giving a conflicting message with our body language to the one expressed in our words
Check your Understanding
Choose the best answer1 Body Language is
a The way we dressb The expressions on our facec Non-verbal communication
2 When we do something lsquospontaneouslyrsquo (line 7) we do ita immediately
10
b after careful thoughtc reluctantly
3 lsquoStatusrsquo (line 24) meansa conditionb position in societyc age
4 lsquoClassic clothesrsquo (line 28) area fashionable wearb casual dressc sensible and traditional clothes
5 A lsquoconflicting messagersquo (line 32) gives peoplea useful informationb confusing informationc wrong information
Posture is the word used to describe the way we use our whole body We can stand straight and still we can sit back in a relaxed manner we can fold our arms cross our legs we can lie down we can jump about Each posture reflects our emotion and attitude
Match the description of a posture to an attitude or emotion
POSTURE EMOTION
Sitting and crossing your arms Keeping eye contact Raising your eyebrows Moving your shoulders up and down (shrugging)Sitting and tapping your fingers on the tableFidgeting with your clothes Leaning forward in your chair
InterestBoredomAngerSurpriseNervousnessDisinterestConfidence
In pairs discuss the following questions1 How could your body language cause problems in an interview2 How can you avoid these problems
(Adapted from httpwwweslteachersboardcomcgi-binlessonsindexplnoframesread=917And Cambridge English for Job Hunting Cambridge University Press Colm Downes 2008 Pg 50)
Reading 5 My Time on Coconut Island
11
Coconut Island
1 How would you describe the building in this picture
Modern Old Clean Dirty Pristine Run-down Simple Luxurious
Would you vacation at a location like this WhyWhy not If no what kind of accommodation would you prefer
2 Is this an example of formal (ex business letters and resumes) or informal (ex emails and magazines) writing List examples of why you think it is either formal or informal
3 What are some positive things the writer has to say about Seaview Resort and Coconut Island What are some negative things the writer has to say
My Time on Coconut Island I was told Coconut Island was developing fast I understood that this meant it was once a pristine island heading towards environmental destruction caused by uncontrolled tourist development Perhaps they meant it in a more positive light I wasnrsquot sure I went there to find outDriving down the east coast expressway you donrsquot see much The landscape is pretty flat most of the way with just a few trees and roadside shacks selling pineapples Oh and of course the usual construction workers widening and
12
improving the road However once you get to the end of the road and the ferry terminal you look across the sea and see a huge mountainous island rising up in front of you I felt excited and a little nervous
We crossed the water without any problems but left the ferry stuck behind trucks carrying construction materials ready to pour concrete all over this beautiful island Although we knew the sparkling white beach was just meters from the road we couldnrsquot see it for some time Not because of palm trees but because of all of the shops selling tourist merchandise and all the dust thrown up by the construction trucks Fortunately the tourist shops thinned out within 20 minutes and shortly afterwards we arrived at our destination Seaview Resort We werenrsquot disappointed We had been promised fine white sand and clear turquoise water and we got it Only problem was there was just a few feet of white sand and that was mostly covered in beach towels from other tourists who had got there before us Ah well not to worry We could explore up the beach for a quiet spot later We checked out the rooms and facilities and everything was just as you would expect from a mid-range hotel It also had quite a nice little restaurant right on the beach and therefore great for a cold beer and our first sunset It was perfect
The following morning after cold bacon and eggs for breakfast it seemed that the same people from yesterday were hogging the sun beds and beach space again so we decided to walk down the beach and explore a little further In actual fact I was pleasantly surprised I was expecting the whole beach to be lined with resorts packed side-by-side but actually on this beach there was still plenty of space for developers The closest buildings to us were a couple of beachside family-run cheap-and-cheerful restaurants with bamboo chairs and tables At 300 meters away they were also just too far away for most of the package tourists And this was generally where we spent most of our days An added bonus was that at the shack- White Sands to give it its official name (the name was on a piece of driftwood tacked to a nearby palm tree) the food was far far better than the resortrsquos Whereas the resort chef had removed any local flavour from the food the White Sands staff had managed to keep their food authentic
So most of our days were spent relaxing by the sea but one day we went for a cruise around the island While we were travelling we could see all of the development on Coconut Island There were plenty more resorts being built and the green forests of palm trees became bare hills of tourist development However on the cruise we had a chance to snorkel and swim After a couple of hours in the sun we returned home to rest
Before too long our trip on Coconut Island was over Overall I was pleasantly surprised Okay itrsquos getting developed but you can still find pristine and peaceful beaches by spending a little bit more effort to get there In general most of the development is on the beach and so the interior is still beautiful Itrsquoll take another few years yet to spoil it so my advice is to enjoy it while you can
13
Working with the other students in your group think of some ideas why development would be a positive thing for the island and why it would be a negative thing for the island
REASONS FOR DEVELOPMENT REASONS AGAINST DEVELOPMENT
Your turn Choose 6 of the bolded words and use them to describe a place that you have traveled to When you are finished share your work with your group___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
(Adapted from wwwonestopenglishcom)
14
Reading 6 Banff National Park - One
BANFF NATIONAL PARK
Match the following words with their closest synonym or synonym phrase (words with the same meaning)
Preserve Exhilarating Glaciers Mammals Heritage Rugged Turquoise Getaway Vast Marvel
VacationSlow moving iceGreen-Blue colourRoughValuedKeep the sameExcitingWarm blooded animalFeel wonder and aweLarge
What kinds of activities and services are provided at national parksCircle the services you think apply
Laundry Restaurants City Tours Swimming Business Meeting Rooms Skiing Accommodations Room Service Fishing Hiking Concerts Housekeeping
Banff National Park- Reading One
Banff National Park (established 1885 6641 sq km) is Canadarsquos first and most heavily visited national park Its eastern gate is located 111 km west of Calgary in the Rocky Mountains Originally set aside to preserve the hot springs for public use Banffrsquos blend of towering peaks and flower-strewn meadows makes it among Canadarsquos most exhilarating holiday areas
The largest cave system in Canada extends for 23km below the Columbia ice fields The glaciers still clinging to upper mountain slopes have helped shape the parkrsquos landscape creating numerous lakes waterfalls and broad U-shaped valleys Forests of pine spruce and alpine fir soften the sides of the mountains and are home to many large mammals including moose elk black bear and the grizzly bear-the parkrsquos most formidable resident Bighorn sheep mule deer and other wildlife can often be seen alongside park roads In contrast the small population of cougar and wolf are rarely seen
Campgrounds resorts alpine and cross-country skiing and 1100km of hiking trails are found outside the Banff town site Over 45 million visitors come to the park each year
(Adapted from httpwwwthecanadianencyclopediacomindexcfmPgNm=TCEampParams=A1ARTA0000494)
15
Comprehension Questions1 Why was Banff National Park created2 What have the glaciers created in Banff National Park3 How many kinds of trees are there in the park What are their names4 What large mammals will you regularly see in the park
Banff National Park- Reading Two
Adventure is calling you to Banff Lake Louise and Banff National Park As a UNESCO World Heritage Site Banff offers rugged beauty unspoiled landscapes and pristine mountain ranges Experience an unrivaled alpine escape at ldquoThe Worldrsquos Finest National Parkrdquo You can also drink in naturersquos wonder at Lake Louise ndash one of the Canadian Rockiesrsquo most beloved destinations with turquoise waters sparkling underneath the towering Victoria Glacier
During your getaway you are sure to love our comfortable accommodations cool restaurants and stores fun activities colorful festivals and unique sights Big impressive mountains metres of dry light powder snow - that is skiing and snowboarding in Banff National Park Banff Lake Louise skiing offers vast terrain with hundreds of kilometres of marked trails from beginner to expert
Banff summer adventures bring you face to face with nature Marvel at majestic wild animals inspiring wild spaces jagged mountain peaks and thickly forested alpine valleys Enjoy abundant Banff Lake Louise summer activities Explore scenic driving routes Take a casual stroll through wildflowers in an alpine meadow or test your extreme limits climbing to the roof of the Rocky Mountains Backpack across rock ridges formed by undersea oceans over 45 million years ago Tee off at a five-star golf course Throw a fish hook in the water walk on a glacier or canoe on Lake Louisersquos turquoise water Finally you could also take a guided trip outside the park for whitewater rafting and ATV fun
(Adapted from httpwwwbanfflakelouisecom)
Comprehension Questions1 What is one of the Rockiersquos most beloved destinations2 What kinds of activities does this reading say you can do at Banff in the summer3 What do you think sounds more interesting-the winter or summer activities Why
Discussion Questions1 What is the difference between reading one and reading two about Banff National Park2 Which one makes you want to visit Banff National Park more Why List some words
that make you interested in traveling there3 Where would we find a reading like reading one4 Where would we find a reading like reading two
16
List some facts and opinions from Reading One and Reading Two
Reading One Reading Two
Facts
Opinions
Reading 7 Cultural Tourism
Welcome to Rural Vietnam
Welcome to a corner of Asia where you willfind a lifestyle that goes back for centuriesFishing on the Mekong Delta farming in Central Vietnam or crafts in Bac Ninh Provincemdashwhatever your own interest we are sure you will find something to delight you in rural Vietnam
Vinh Long ProvinceLocated between the Tien and Hau rivers the fertile lands of Vinh Long nourish thousands of fruit orchards while the countless small islands provide ideal conditions for ecotourism and observing wildlife In addition you will be able to observe the centuriesmdashold activities of Southern Vietnam such as processing rice paper and traditional Vietnamese cooking Especially interesting in Vinh Long is the opportunity to stay overnight in local residentsrsquo homes There is a small but growing number of private homes that offer home stays At the moment they provide accommodation and entertainment for up to 150 tourists per night
Quang Nam ProvinceFor visitors who want to be really active in their holidays we recommend a visit to one of thevegetable farming villages near the town ofHoi An in the central province of Quang NamHere for a day you can toil shoulder to shoulder with a Vietnamese farmer Hosts and guestswork the land planting rice or collecting vegetables that they sell in the local marketsFor lunch you can get to eat colocynth (similar to a bitter apple) and tom huu which is atraditional dish made of vegetables
Bac Ninh ProvinceThe homeland of Quan Ho art has many traditional trade villages In Xuan Lai village you can find excellent bamboo products especially from black bamboo while Phu Lang is famous for its pottery Thousands of ancient pots have been found here and even today there are
17
about 300 families in the village doing pottery work
Tho Ha is famous for pottery but nowadays it has also started to produce wine Another village that is well known for traditional wines is Van on the bank of the Cau River The villagers here are happy to let visitors photograph their wine being made and to try it or to buy it but the brewing process itself is a secret
Finally Da Hoi is a must This 400 year old trade village is famous for its traditional silk cloth and women there still raise silkworms and weave fabulous fabrics that they sell
Check your Understanding1 What can you do in Quang Nam Province if you are feeling active2 What kind of cultural products can we find in traditional Vietnamese trade villages3 Where can up to 150 tourists per night stay in Vinh Long Province4 Which province would you want to visit most Why
Match the vocabulary word from the reading with its closest definition on the rightDelight WorkNourish Skilled workToil CaterpillarTrade Provide forSilkworms Please
Think about all of the places that you would like to experience culturally Where would you go What would you see and do Discuss your answers with a partnerReport your answers back to the class
(Adapted from Tourism 2 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2009 Pg 48-49)
Reading 8 Tourists in a Fragile Land
ECOTOURISM
VOCABULARY IN CONTEXTGuess what the underlined word means in each numbered sentenceCircle T or F for the statement that follows
1 The desert landscape is very flatT F ldquoLandscaperdquo means the way the land looks
2 We must preserve the rain forest because it is the home of many birds that cannot live anywhere else
T F It would be good to cut down the rain forest now so we can use the wood
18
3 The ozone hole may be dangerous to people who live on the earth It is a hole in the ozone layer
T F The ozone layer is made of gases that protect the earth from the bad effects of the sun
4 Some scientists believe that global warming will cause the ice of Antarctica to meltT F The earth will become too hot
5 That island is inhabited only by birdsT F All kinds of animals live there
6 The highest mountain in the world is Mount Everest I donrsquot know how some people can go there because it is such a harsh place
T F Itrsquos really comfortable
7 Next summer I am going to travel to a very remote part of Asia It will take a long time to get there but I want to go to a place where few visitors have gone
T F This is a place thatrsquos easy to get to from the big city
8 His wife said ldquoThink about the consequences if you lose your jobrdquoT F She might want her husband to think about not having any money to pay
the bills for the family
9 The coastal cities of a country are often popular vacation spots because people like to be near the ocean
T F These places are often in the centre of the country
10 The oceans of the world are vast places of waterT F The oceans are smaller than other places of water
11 The ice on the pond was so fragile that the children couldnrsquot ice skateT F The ice could break easily
Making Predictions Tourists in a Fragile LandYou are going to read an opinion essay about tourism in Antarctica The essay was written by a scientist who works there What do you think his opinion will be Choose one
a Tourists should not visit the Antarctica because they may cause problemsb Tourists should visit Antarctica because there is so much for them to learnc Tourists to Antarctica should pay a special tax to help scientists with their work there
19
Tourists in a Fragile Land
As a scientist working in Antarctica I spend most of my time in the laboratory studying ice I am trying to find out the age of Antarctic ice All we know for certain is that it is the oldest ice in the world The more we understand it the more we will understand the changing weather of the Earth Today I had to leave my work to greet a group of tourists who were taking a vacation in this continent of ice And although I can appreciate their desire to experience this beautiful landscape I feel Antarctica should be closed to tourists
Antarctica is a place of important scientific research and it must be kept only for this purpose Many scientists are using Antarctica to study the effects of the ozone hole that was discovered above Antarctica in 1984 They are also trying to understand global warming If the earthrsquos temperature continues to rise the health and safety of every living thing on the planet will be affected Also biologists and botanists study the animals and plants that live on the frozen land trying to understand how life can live in such a harsh environment
When tourists come here they can hurt the environment and interrupt our research Many scientists complain that tourists leave garbage on beaches and disturb the plants and animals In a place like Antarctica it can take 100 years for a plant to grow back after it was picked andtourists taking pictures of baby penguins from cruise ships caused an oil spill that killed many penguins and destroyed a 5 year research project
There is no government here and it is owned by no one Who will protect it Who is responsible for it The scientists are trying but the tour companies making money by sending tourists south are not If we donrsquot protect Antarctica now there may be serious consequences for everyone The ice here holds 70 of the worldrsquos fresh water If the ice melts it will cause devastating floods The ice also acts as a natural air conditioner for our planet Clearly Antarctica should remain a place for careful and controlled scientific research The only way to protect this fragile and important part of the planet is to stop tourists from travelling to Antarctica
Tourists in a Fragile Land1 Look at your prediction you chose about Tourists in a Fragile Land Was your prediction correct
2 Number the following main ideas in the order they appear in the reading
_______ Antarctica has no government_______ The entire world may be affected by problems in Antarctica_______ Many different scientists learn new things by studying Antarctica
20
3 Complete the following outline of the reading with details to support the pointsa Scientists learn new things in Antarctica because it is different from other places How is it different
i ______________ ice in the worldii Itrsquos plants and animals live in a very _____________ environment
b Problems in Antarctica may affect the worldi There is a large ________________ above Antarcticaii It has ____________ of the worldrsquos fresh wateriii The ice acts as a natural _________________ for the earth keeping it cool
4 The following statements are false Rewrite the false statements to make them truea The oil spill caused by a cruise ship killed many scientistsb The writer of the essay knows the age of Antarctic icec Biologists and Botanists study the scientists that live on Antarctica
Reading 9 Travel Journal A Tourists Experience
Travel Journal ndash A Touristrsquos ExperienceChile South America February 16The sunlight was shining so brightly as our plane flew over the snow covered Andes mountains which seem to go on forever
Island of Cape Horn February 16We spent the morning at a small church named Star of the Sea This is a quiet place where visitors are invited to remember all of the international sailors who died here They were all trying to sail around the southern part of South America and many of them lost their lives at sea
Drake Passage-aboard the tour ship Explorer February 19We were welcomed today by the captain and crew They gave us warm Antarctic jackets and introduced themselves to us Sea birds followed the ship closely sailing in the cold wind As we headed south we saw a pink ship in the distance Our captain explained that it was not a ship but an iceberg-the first one of our trip The more I saw the more I wanted to learn about this unique and beautiful place
Deception Island Antarctica February 21We landed on Bailey Head where thousands and thousands of penguins greeted us The crew gave us rules to follow to protect the environment We were told to bring all of the trash that we could find on the ice back to the boat because a scientist on the ship is studying how much garbage is created by tourists in Antarctica each year We were also told not to disturb or feed the penguins because it is harmful for them
21
Paradise Bay Antarctica February 25Today we reached the mainland of the continent Our guide helped us walk through snow to the peak of an iceberg 500 feet above the sea We heard the noisy sound of penguins and later we explored the mountains of ice in motorized rafts It was incredible I always thought ice was white but here in Antarctica it is blue because it absorbs all of the colours of the rainbow except blue All around us are mountains of ice that no one has ever explored It amazed me to think that no human has ever walked on these It is so beautiful We need to help protect this special environment When I get home it will be hard for me to explain what my trip was like but I will try
A Travel Journal
1 What kind of person do you think this tourist is2 Do you think she did anything that was dangerous to Antarctica Explain3 Which part of her trip did she enjoy the most Which part would you enjoy the most4 What did people do on this trip to protect Antarctica and keep it clean5 The chart below compares the views of the scientist with the views of the tourist Look back at Tourists in a Fragile Land and A Travel Journal and fill in the missing information
OPINIONS OF THE SCIENTIST OPINIONS OF THE TOURIST
1 The Antarctic environment must be preserved for research
1 As tourists learn about Antarctica and return home to tell their friends and family about its importance they may want to help preserve the environment of Antarctica
2 2 Tourists can help scientists with their experiments (collecting garbage for research)
3 Tourists donrsquot care aboutAntarctica
3
6 Which opinion do you agree with more-the scientists or the tourists Are there certain places in the world tourists shouldnrsquot be allowed to travel
(Adapted from Northstar Reading and Writing Intermediate 2nd ed Unit 6)
22
Reading 10 GAP Adventures
CORPORATE PROFILE GAP ADVENTURES
If you are tired of the one-week-in-the-Florida-sun vacation and want to do something exciting and off the beaten path then GAP Adventures is the perfect company to turn to They provide more than 600 different itineraries in more than 100 countries and have during the last yearsgiven more than 20 000 travelers the adventure of their lifetime This year approximately 15 million more people are expected to visit their web site some of them to change their lives forever
Their philosophy ldquoThe Freedom of Independent Travel with the Security of a Grouprdquo has been practiced since the start They respect their travelers as individuals and there is no requirement to be athletic to go on one of their trips The only thing needed is to have the spirit of adventure and the desire to experience a world totally different from what you areaccustomed to
Also the concept of responsible tourism is very important to GAP Adventures and they come and go and interact with the local populations leaving behind them only footprints Their commitment is to support local people and communities and to protect the environment they travel in To that end GAP Adventures developed Planeterra-the GAP Adventures Foundation that gives back to the people and communities their passengers visit on their trips
They hire people in different departments like Operations Product Sales and Marketing employing more than 300 staff worldwide Maybe the most obvious choice for you is the position as a GAP Tour Leader In this position you make peoplersquos holiday dreams come true and make sure all passengers have an enjoyable time
The local hostel where you spend the night is your home and your office is your backpack On your way to work you might have to hike the Inca Trail or canoe down the Amazon River This is the perfect job for you if you are passionate about different cultures travel and care about sustainable tourism
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 73)
GAP Adventures1 Match the following words from the reading on the left to words on the right that are closest in meaningAccustomed Spirit of adventureItineraries Philosophy Desire
uncommon placecourageresponsibleguiding beliefinterest
23
Off the beaten path Sustainable
familiar witha planned route
2 How is GAP different from other holiday tour operators3 What does ldquoleaving behind them only footprintsrdquo mean4 What is Planterra5 True or Falsea The GAP philosophy is ldquoThe Freedom of Independent Travel Without the Security of a Grouprdquob GAP Tour Leader is the perfect job for you if you like to be alone and sleep on the beach all dayc GAP Adventures has traveled with more than 20 000 travelersd Travelers must be athletic to travel with GAP
Reading 11 A Day in the Life of Richard Spacey
A DAY IN THE LIFE OF RICHARD SPACEYCruise Director Royal Caribbean International
Voyager of the Seas one of the largest and most innovative cruise ships ever built has a total guest capacity of 3700 with 1200 crew members Voyager of the Seas is a revolution in the cruising industry A floating city she features the worldrsquos first floating ice skating rink a rock climbing wall an inline skating track and the largest and most advanced theatre on the seas There is a four-story Royal Promenade shopping and entertainment area the entire length of the shop that acts as the main area for the ships activities and entertainment Cruise director Richard Spacey was very important in organizing the entertainment and activities program aboard with a support staff of 130 people What follows is an account of a day in the life of the cruise director of one of the largest cruise ships in the world
MONDAYmdashFIRST DAY AT SEA
730-830 am- Yesterday 3650 guests came aboard the ship in Miami and we headed for our first port of call Labadee our own private island on the coast of Hispaniola Before most of our guests arrive I plan and submit our daily activities schedule for the whole voyage to our hotel director Three couples were married in the wedding chapel yesterday and they are included in the 108 couples that have chosen to spend their honeymoon with us I have organized a special party later in the week to celebrate this happy occasion The youth activities manager reports that there are more than 600 children aboard ranging in age from 3 to 17 We offer a special deck and pool areaarcade for children in addition to our extensive youth facilities which include a teen dance hall
24
I oversee the cruise management team consisting of youth activities international guests shore excursions and business group functions including seminars group meetings presentations and cocktail parties
845-930am- Hotel directorrsquos meeting All of the division heads in the Hotel Department meet to discuss the daily operation of this floating hotel Todayrsquos agenda includes a monthly safety meeting Each division head presents his or her monthly report on safety and environmental protection Hospitality and the safety of our guests and crew are our top priorities
945-1030am- The start of my public duties I give a daily announcement and an explanation of all the activities and entertainment happening on the ship I start my morning walk around Time to start the first session of Jackpot BINGO for the week I walk by two acrobats performing for our guests on deck to entertain them They play different characters through the cruise and add quite a lot to the guest experience
The ice rink is busy with guests skating at our first All Skate session There are several sessions throughout the day The ice skating cast of performers are responsible for running the session as well as skating in our Ice Show
1100-1200noon-Time to change out of my day uniform into a business suit and put on stage makeup for the taping of our onboard talk show called ldquoVoyager Liverdquo I am one of the main sources for revenue making on board The television show is great on a small floating city 37 channels offer safety information music shopping tips CNBC CNN ESPN and free movies in several languages
Noon - Lunch with the staff in the Officers and Staff Dining Room
100-230pm -Change out of my business suit into shorts and a t-shirt to introduce the Belly Flop Competition at 130 at the pool Always a ldquobigrdquo event among our guests Quite a few laughs This is followed by cruise style horse racing We pick six people who move six wooden horses by a roll of the dice The betting is fierce as all of the guests cheer their favourite horses on Everyone loves the horse racing I am the track announcer for three horse races
I stop by the Sports Court to check out the action The sports court is full of families enjoying our Family Hour activities with the youth staff We offer a nine hole mini golf course golf driving simulator full court basketballvolleyball inline skating table tennis and a rock climbing wall that rises up 200 feet
300-830pm -First a POWER NAP The day will not end until about 1230am Being available all of the time is very exhausting The nap will help me stay up late
After I go back to the office to catch up on email and help organize the office It is also time to work on budgets and revenue predictions for next year
25
At dinner hour I got to the main deck to speak with the guests at the Welcome Aboard reception The captain gives his welcome speech and then we send them off to their dinner or the show at 830
At 830 I meet in the Champagne Bar with the hotel director before dinner Tonight we will entertain guests who are on their 50th cruise and also a company who is thinking of booking 700 guests on a future cruise with us
900-1230am -I introduce the entertainment for the night in our main theatre for the guests After dinner and dessert I introduce the same show for the second seating and watch the show for quality control After the show finishes I do a final walk around the lounges on the ship with my assistant We have live music playing everywhere and karaoke has just finished in one of the main lounges The dance hall is full because of singlesrsquo night tonight and there are a few couples enjoying music in the Jazz club
A long full day Time for bed because I have to be on the deck at 800 am to welcome our guests to our first destination Labadee
Discussion Questions
PART A (730-945am)1 What does Richard do before most of the guests arrive2 How many guests are on the Voyager of the Seas How many of those are children3 What departments does Richard Spacey oversee as Cruise Director4 What is the agenda at the Hotel Directorrsquos meeting
PART B (945-100pm)1 What kind of announcement does Richard make at 9452 Who does he meet performing on the deck and what are they doing3 What two activities has Richard organized to start during this time4 Why does Richard have to change into a business suit at 11
PART C (100-830pm)1 Why does Richard change out of his business suit and into a pair of shorts2 What two events are very popular among the cruise ship guests3 What services do they offer at the Sports Court
PART D (830pm-1230am)1 Why does Richard take a nap during the middle of his business day2 Who does Richard have dinner with at 830 Why are they special3 What events has Richard organized to occur at night for the guests
26
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 53-54)
Follow up ndash Watch Royal Caribbean movie Royal Reunion directed by James Brolin Find on youtube New Royal Caribbean Movie Royal Reunion -- The Short Film Directed by amp Starring James Brolin or on Royal Caribbean website wwwroyalcaribbeancom
Reading 12 Focus on Recreation Hospitality and Recreation Inextricably Intertwined
FOCUS ON RECREATION Hospitality and Recreation Inextricably Intertwined
By Bart Bartlett PhD Professor Penn State Universityrsquos School of Hospitality Management
Americans have more leisure time than ever before and as leisure time has grown leisure activities have evolved and grown as well As a result there are many opportunities for recreation and for careers in recreation management This includes positions in commercial recreation (resorts themed resorts the ski industry) in non commercial recreation (national parks) and in golf clubs and sports venues
In many situations recreation and hospitality go hand in hand When a ski trip combines recreation on the slopes with food and beverage services in the hotel or when a hotel guest uses the hotelrsquos business services and the spa recreation and hospitality are both involved When a convention centre hotel provides rooms food and beverage coordinates meetings and also organizes group activities during the conference hospitality and recreation begin to merge
Resorts and resort hotels are an example of the combination of hospitality and recreation A mega-resort such as Walt Disney World Resort provides a clear example of this point On a Disney vacation a family may enjoy lodging and food and beverage services provided by hotel staff and management trained in hospitality go into the park itself to enjoy attractions and shows arranged and managed by a recreation specialist take a break to enjoy foodservice provided by a hospitality provider and at the end of the day enjoy dinner provided by the hospitality staff and entertainment or dancing arranged by a recreation professional
From this example alone it is clear that the commonalities in settings services and focus on guest satisfaction indicate that hospitality and recreation do indeed work together closely
VOCABULARY
27
Look at the words below With a partner try to think of the definitions of the words below by looking at the words in context from the readings Write down the definitions and compare with another set of partners
EVOLVEDOPPORTUNITIESCOMMERCIALVENUESGO HAND IN HANDCOORDINATESMERGEMEGACOMMONALITIES
Check your Understanding1 What are some areas where you can work in recreation management2 List 3 examples where hospitality and recreation ldquogo hand in handrdquo3 Think of some other places like Walt Disney World where hospitality and recreation work closely together Explain how the two work together
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 374)
Reading 13 Beverage Industry
Java Coffee House CASE STUDY
Michelle Wong is manager of the Java Coffee House at a busy location on Union Street in San Francisco USA Michelle says that there are several challenges in operating a busy coffeehouse such as training staff to handle unusual circumstances For example one guest consumed a cup of coffee and ate two-
thirds (23) of a piece of cake and then said he didnrsquot like the cake so didnrsquot want to pay for his order
Another problem is suppliers who quote good prices to get her business and then two weeks later raise the price of some of the items Michelle says that the young employees she has at the Java Coffee House are her greatest challenge of all According to Michelle there are four kinds of employeesmdashlazy good but not responsible those who steal and great ones who are no trouble
Discussion Questions
28
1 What are some suggestions for training staff to handle unusual circumstances like the one in the case study
2 How do you ensure that suppliers are delivering the product atthe price promised
3 What do you do with lazy employees
4 What do you do with irresponsible employees
5 How do you deal with employees who steal
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 340)
Reading 14 Corporate Profile Starwoods Hotels
Corporate Profile Starwood Hotels
Starwood is one of the worldrsquos largest hotel and leisure companies Its brand names include St Regis the Luxury Collection Sheraton Westin W and Four Points by Sheraton Through these brands Starwood is well represented in most major markets around the world
Operations are grouped into two business segments hotels and vacation ownership operations Revenues and earnings come primarily from hotel operations which include the operation of owned hotels management and other fees earned from hotels managed through contracts and the collection of franchise fees
Second Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80countries and is made up of 140 hotels
29
Next Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts There are 19 vacation ownership resorts in the United States and the Bahamas
Fourth Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition The luxury brands continue to find new customers while maintaining loyalty among the worldrsquos most active travelers The strength of the Starwood brand is proven by superior ratings received from hotel guests and industry magazines The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list
Fifth Starwood has sophisticated and diverse hotel properties throughout the world including the St Regis in New York City the Phoenician in Scottsdale Arizona the Hotel Gritti Palace in Venice Italy the St Regis in Beijing Chinarsquo and the Westin Palace in Madrid Spain These are among the leading hotels in the industry and they provide the highest quality and service
Finally Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises Starwood plans to meet these goals by taking advantageof its large customer base and reach in the industry to reduce costs The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals more challenging
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 566)
Match the sentence parts to make correct definitions1 Starwoodrsquos strong brand a comes primarily from hotels2 Revenue at Starwood b is proven by high ratings from guests and industry
magazines3 Luxury and upscale hotels c help to increase Starwoodrsquos global presence totaling 733
hotels4 Franchised hotels d continue to visit Starwood hotels because of the high
quality and service5 Loyal Travellers e represent the majority of Starwoodrsquos hotel properties
Look at the statements below Put lsquoMrsquo next to the statement that is the MAIN IDEA Put lsquoSrsquo next to the statement that is a SUPPORTING IDEA or DETAILParagraph 1a Starwood is one of the worldrsquos largest hotel and leisure companies _______b Operations are grouped into two business segments hotels and vacation ownership operations ______
Paragraph 2
30
a Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80 countries and is made up of 140 hotels ______b Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry ______
Paragraph 3a There are 19 vacation ownership resorts in the United States and the Bahamas _______b Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts ______
Paragraph 4a Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition _______b The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list ______
Paragraph 5a These are among the leading hotels in the industry and they provide the highest quality and service ______b Starwood has sophisticated and diverse hotel properties throughout the world _____
Paragraph 6a Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises ______b The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals morechallenging ______
Match each word from the reading with a definition Write the letter of the definition next to the word1 Brand a worldly cultured and refined2 Revenue b a part of the whole3 Segment c different in design and services4 Loyalty d a product or image created by a company5 Sophisticated e make good use of something for personal benefit6 Upscale f above average in quality of high rank7 Diverse g permission given by one company to another to sell its products
and services8 To take advantage of h income9 Franchise i expensive and wealthy sector of the market10 Superior j support and confidence in a person or company
31
Complete each sentence below using one of the words from above Be sure to use the correct form of the word Not all words will be used1 The company decided to hire Nicholas over all the other applicants because he had __________ skills and experience2 Companies reward customers for their __________3 John spoke with the manager at his local McDonalds to see how he could open up his own ____________4 Elena has travelled all over the world and she can speak 4 different languages She is so ______________
Reading 15 Hospitality is Offering a Cup of Kindness
FOCUS ON SERVICEHospitality is Offering a Cup of Kindness
William B Martin Cal TechmdashMonterey Bay
Customer service is the primary focus of hospitality It is what hospitality is all aboutmdashwhat we do If you are interested in a hospitality career it is important to understand and learn as much as possible about customer service and particularly how to be successful at it Your success will come from a complete understanding of hospitality
Letrsquos begin by exploring why we provide hospitality Why are hospitality businesses in business What is the primary purpose of a foodservice operation A lodging travel or tourism related business Is it just for money Many of you might answer lsquoyesrsquo to this question But as you will see hospitality is much more than just about money Money is important but it is not the primary purpose of hospitality
Our job is to enhance the lives of those people (guests customers passengers etc) to whom we are dedicated to serve Yes it is that simple Our job is to make the lives of others better in a small way or big way it makes no difference Whatever it is we are out to make peoplersquos lives on this planet a little bit better or maybe even a lot better This is our purpose It is where we find meaning We enhance their lives through service and begin by understanding what it is they need The problem is that all of our guests come with many needs Some we can meet some we canrsquot If you can work toward helping them satisfy these needs you can go a long way toward making their lives better through kindness Quality customer service demands that service providers understand what it is that you want Kindness after all comes through understanding Kindness is demonstrated by making everyone feel welcome
Quality customer service also requires that we make all our guests feel so comfortable that they donrsquot need to worry because they are in good hands Whether they deserve it or not they should be made to feel important Why Because we all have a need to feel important This is our job
32
We need to stay focused on the primary purposes of hospitality We need to understand the power of kindness and the importance of satisfying the basic needs of our guests Hospitality and customer service success are found in our ability to enhance the lives of others through how we treat themmdashwith a little cup of kindness
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 17)
FOCUS ON SERVICECHECK YOUR UNDERSTANDING
1 What is the main idea of this reading passage What detail does the author use to support this point
2 According to the article which of these statements would a successful hospitality employee agree withA I always focus on making money when I am workingB I enjoy making the guest feel comfortable and importantC Only the employees who speak with guests need to focus on customer service and kindness
3 Use the vocabulary from the crossword to complete the sentences below Be sure to use the correct form of the wordA Most English teachers try to think about the language___________ of their students when they design their lesson plansB Students who are ___________ to learning English study it every single day These students _________ their high grades and praise from the teacherC The ________ in Rm 118 has checked out He left the housekeepers a large tip for their excellent and fast __________D Irsquom never shopping at this grocery store again The ________ of their food is horribleE Oh no One of the ________________ for my wedding has cancelled
Reading 16 Hotel Guest
Checking Out a Guest CASE STUDY
33
A guest walked up to the front desk agent in an upscale hotel ready to check out As she would usually when checking out a guest the agent asked the guest what his room number was The guest was in a hurry and showed his anxiety by responding ldquoI stay in a hundred hotel rooms and you expect me to remember the room numberrdquo
The agent then asked for the guestrsquos name to which he responded ldquoMy name is Mr Johnsteinrdquo After asking him to repeat himself the agent began to look for the guestrsquos last name but the name was not listed in the computer Because the man had a heavy accent and the agent assumed that she had misunderstood him she politely asked the guest to spell his last name He answered ldquoWhat Are you an idiot The person who checked me into the hotel last night had no problem checking me inrdquo Again the agent looked on the computer to find the guest was not in the system
The guest becoming even more frustrated said ldquoI have a plane to catch and it is ridiculous that it has taken you this long to check me out I also need to fax these papers off but I need to have them photocopied first and the agent responded ldquoThere is a business center at the end of the counter that will fax and photocopy whatever you needrdquo The guest replied ldquoIf I wanted your opinion I would have asked you for it Havenrsquot you ever heard of customer service Isnrsquot this a five star hotel With your bad attitude you should be working in a three star hotel I canrsquot believe they let you work here at the front desk Havenrsquot you found my name yet
The agent who was beginning to get upset asked the guest again to spell out his full name The guest angrily replied ldquoHere are my papers I want faxed if you are capable of faxing themrdquo The agent reached to take the papers and the guest shouted ldquoDonrsquot grab them from my hand You have a bad attitude and if I had more time I would talk to someone about getting you removed from your position to a hotel where they donrsquot require such quality of customer servicerdquo
The agent was very upset but kept herself calm to prevent the guest from getting annoyedThe agent continued to provide service to the guest sending the faxes and making the photocopies he had requested Upon her return the agent again asked the guest to repeat his last name because he had failed to spell it out The guest replied by spelling out his name ldquoJ-o-h-n-s-t-o-n-erdquo The agent was finally able to find his name on the computer and checked him out while he continued to verbally attack her The agent finished by telling the guest to have a nice flight
Discussion Questions1 Should the front desk agent have called the manager over to finish the checkout Or should she deal with the rude customer herself2 Would you have handled the situation the same way If yes explain why If no what would you have done it differently
Prepare to share your ideas with the class
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 pg 159)
34
Reading 17 Trends in Visitor Attractions
Trends in Visitor Attractions
What changes have there been in the development of attractions over the years Think about the difference between attractions when your parents were your age and what they are like now
Take a look at the reading below and see if your predictions were correct
INSIDE TOURISM THE CHANGING FACE OF THE lsquoATTRACTIONS INDUSTRYrsquo
As the wishes and tastes of tourists and visitors change tourist attractions have to change as well In the last twenty or thirty years there have been some significant developmentsNatural attractions like sandy beaches and mountains cannot change very much but there have been developments in particular a concern to preserve the environment and to make any buildings fit into the natural context
Perhaps the greatest changes have been in man-made attractions like museums and historic sites which have been redesigned to make them more interesting and entertaining places to visit while still maintaining their role of teaching visitors about the past In many of them the aim is not just to display the past but to take visitors into the past in an interactive waySome have been converted into lsquoliving museumsrsquo where actors in costumes meet the public and play the roles of characters from the past In others history is made vivid and exciting through the use of realistic waxworks animatronic models sounds and even smells to conjure up a sense of the past
Traditional festivals by definition are unchanging but there has been a trend to increase the number of special events and festivals as cities realize that holding a music festival or an arts event is a good way of attracting tourists
Entertainment and leisure facilities are always having to reinvent themselves In the developed world the simple rectangular swimming pool for example is no longer enough-it has to be a water park with flumes chutes splash zones and wave machines
The tourist is always looking to discover new attractions (as if their happiness depends on it) and because of this the lsquoattractions industryrsquo has to keep on changing
Check your Understanding1 Why do tourist attractions have to change
35
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
Reading 1 Selling Indias Rainy Season
Weather and Vacations Pre-reading Discuss the following questions with a partner 1 What kind of weather do you like the best when on vacation 2 Have you ever been on vacation in unpleasant weather 3 Where would you like to go on vacation for the following types of weather
Type of weather Destinationsnowy ____________________rainy ____________________very hot ____________________rather cool and breezy ____________________
A Read the title of the article and answer the following questions
1 Who is probably interested in selling Indias rainy season a Indian companies that sell water to neighboring countries b tour operators who want to convince tourists to visit India during the rainy season c Indian weather scientists who are researching ways of preventing the rainy season
2 Which Indian industry does the rainy season probably hurt the most a the agricultural industry b the fishing industry c the tourism industry
3 What group of people are interested in coming to India during the rainy season a wealthy people who can afford an expensive vacation b people from dry countries c water control engineers
B Skim the article to see if your answers were correct C Read the article again then answer the questions that follow
Selling Indias Rainy Season
In the spring the heat intensifies over the northern Indian plains pulling in humid air from the Arabian Gulf to the southwest The first storms begin with dramatic displays of thunder and lightning and by July the rains sweep across the entire country The rainy season which lasts until October brings cooler temperatures new life to the dry brown fields and often
1
floods in the wettest areas
This is the monsoon I traditionally a joyful and very important time for Indian agricultural workers It has been less happy for those who work in the tourist trade because the number of visitors in this season tends to drop by half For the last few years however there has been a movement to increase tourism both foreign and domestic during this normally slow time of the year The agreed-upon goal is to bring more tourists to selected parts of the country According to a report issued by an Indian industry group appropriate destinations for the monsoon season must remain accessible by road during the wettest months and have a countryside that looks its best during the rains
Tourist agencies in various states have responded to the challenge Goa the former Portuguese colony near Mumbai and Kerala in the extreme south have begun offering monsoon packages They say there are many reasons in addition to the reduced off-season prices to visit their states during this time of the year One is to see the lush green landscapes Goa has beautiful islands waterfalls lakes dams and wildlife sanctuaries that can be enjoyed during the monsoons says Elvis Gomes previous director of the tourism department in the state Other attractions are the many colorful festivals For example Sri Jagannath Yatra a festival held around the country at the beginning of the monsoon features a colorful procession A third is simply the joy of the season As one Kerala promoter says The splashing waters make the monsoon the favorite season in India You can feel the magic The washed streets and fresh leaves seem to smile with you
Resorts in the rain-soaked areas have added special facilities designed to attract monsoon visitors For example some have built water parks areas with a series of connected pools water slides and fountains which people can splash around in and open-air discos where people can dance when it pours Some hotels have also constructed private patios next to their guest rooms so that their guests can shower naturally in the rain
The idea of enjoying a rainy holiday seems strange to many but it has definite allure for Arab tourists from the dry Persian Gulf coast To these visitors rain is a very unusual event and a wet vacation sounds exotic and delightful Indian tour operators have taken notice and have started organizing special monsoon tours for Gulf visitors Many of these guests come with their families and like to stay at large resorts where they can spend time together at the water parks or just sitting around a pool Most visitors at the resort stay inside during wet weather but these guests appear to prefer to be outdoors even (or especially) when it rains As fathers and their children in bathing suits swim or play in the rain the ladies of the family fully clothed but without umbrellas sit and watch nearby All are soaking wet and having a great time As a recent visitor explained If we had wanted to be in air conditioning we could have just stayed in Kuwait
Monsoon - a season of heavy rainstorms especially in India and Southeast Asia Lush - with thick heavy growth
2
A The statements below are about the reading Choose the correct answer to complete each one 1 The writers point of view seems to indicate that he or she __ a works for the Indian government b doesnt believe the tourist trade can grow in the rainy season c wishes to describe the situation in a balanced way 2 The rainy season in India is __ months long
a three b four c five 3 The monsoon season is a traditionally happy one for Indian __
a tourists b agricultural workers c construction workers 4 During the rainy season tourism in India tends to __
a increase by 50 b drop by half c stay about the same 5 Compared to other times of the year visiting India in the rainy season is __
a less expensive b more expensive c equally expensive
B Decide whether the following statements about the reading are true (T) false (F) or if the information is not given (NG) If you check (v) false correct the statement to make it true
T F NG1 During the rainy season there are often floods in
the driest areas of India 2 India wants to increase tourism from foreign
countries and within India 3 One Indian festival involves throwing colored
powder 4 Some people dance and others take showers in
the rain S The Persian Gulf coast is a particularly wet area
C Critical Thinking Discuss these questions with a partner 1 Would you like to take a vacation in India during the rainy season 2 Why do Elvis Gomes and the Kerala promoter mentioned in the reading speak so highly of the rainy season in India 3 This article describes quite a few positive points of a rainy season vacation in India What might be some of the negative points
A For each group circle the word that does not belong The words in italics are vocabulary items from the reading
3
1 available obtainable accessible impossible2 repulsion interest allure attraction3 colony enemy outpost territory4 equipment fixtures foodstuffs facilities5 damp humid muggy brisk6 intensify modify strengthen build up7 off-peak slow period off-season offspring8 parade procession marchers party9 sanctuary invasion refuge preserve
B Complete the sentences using the words in italics from A Be sure to use the correct form of the word
1 I much prefer dry weather although ________weather is quite good for most plants 2 That island is a ___________for birds They can live there undisturbed by people 3 That top secret information is only ________to the president and his closest advisors
(Source Anderson N J Active Skills for Reading Book 3 Unit 1 pages 12-16)
Reading 2 Explore Niagara
Can you recognize these places Where are they
Discussion Questions1 How do these places combine hospitality and recreation2 Which would you prefer to visit Why3 What facts and opinions can you find in the Explore Niagara reading
Explore Niagarahellip
4
Niagara Falls in Ontario Canada is a destination unlike any other From the top of the Skylon Tower (775 feet up) to the base of the Horseshoe Falls (188 feet down) Niagara Falls is an awe-inspiring vacation destination
The Falls give off a round-the-clock roar a refreshing mist and a reminder of just how wondrous our natural world is From the marvel of gazing at the Falls from innumerable look-out points to adrenaline-fueled activities like whitewater jet boats there are many ways to experience them including many Niagara Falls attractions for all ages
There are many ways to get up close to the Falls put on the famous blue raincoat and jump aboard the Maid of the Mist go right up to the base of Niagara Falls walk behind them at Journey Behind the Falls or fly over them in a helicopter ride And thatrsquos just the beginning
Even at night the Falls are impressive The nightly illumination means you can enjoy them from anywhere you have a Falls view from your Niagara hotel restaurant cocktail lounge or observation deck Every Friday to Sunday during the summer months and on special occasions Falls Fireworks add a little extra colour to the display
If you want to explore the town Niagara Falls is a bustling destination full of activities for most everyone vineyards and world-class golf courses kid fun at Clifton Hill fine dining and casual eateries casinos and live Niagara entertainment spas and leisurely country drives to Niagara-on-the-Lake cycling adventures and hiking trails Visit Niagara and experience it forever
(Adapted from httpwwwniagarafallstourismcomexploreniagarahtml)
Follow-up ndash Watch ldquoBehind the Fallsrdquo and ldquoHelicopter RiderdquoIn groups Plan a 3-day trip to the Niagara Region
Reading 3 Avoiding Cultural Taboos
A How well do you know your own culture Write a rule for correct cultural behavior in each of the following areas dining _____________________________________________________introducing yourself in a business setting _________________________wearing certain colors of clothes ________________________________being punctual ______________________________________________ physical contact _____________________________________________ smoking ____________________________________________________
B Compare your answers with a partner Then discuss what happens when someone breaks each of the rules you wrote
5
A Under which subtitle would you expect to find the following topics Match the topics with the subtitles
1 kissing _____a Speech and gestures 2 covering your shoulders _____b Religious customs 3 pointing at someone _____c Sensitive topics 4 wrapping paper _____d Displaying affection 5 asking too many questions _____e Choosing gifts6 clocks and fans _____f Opening gifts
B Now scan the subtitled sections to see if you were correct
C Read the passage then answer the questions that follow
Avoiding Cultural Taboos
Thanks to the speed and convenience of modern travel destinations that used to take a long time to travel to can now be reached quickly and easily Even though jet flights make far-off locales seem close they may still be different from your home country in various important ways Therefore it is important to adapt your behavior so that you dont insult or offend the local people Here are some tips that will make communication easier and your trip more enjoyable
1 Speech and gestures Never raise your voice in order to make yourself understood If you do not know the word for something in the local language or cannot make yourself understood verbally try drawing a picture or pointing to an object Remember though that pointing directly at a person can be highly offensive in some cultures If you have to point something out do so by gesturing towards the object with the palm of your hand flat facing upward and your fingers outstretched Before you travel try learning some basic words or phrases of the local language Most useful are those that express gratitude and politeness such as words for please thank you and may I as well as basic greetings
2 Religious customs Consider the main religion of the country you plan to visit and read about any taboos related to clothing especially if you plan to visit places that are considered sacred As a precaution bring conservative clothes such as shirts or T-shirts that cover your shoulders and long trousers
3 Sensitive topics
6
Avoid topics of conversation that you think may be sensitive If a topic is sensitive in your own culture it will more than likely be the same in other cultures Feel free to show interest in the history and customs of the place you are visiting but dont ask too many questions about why things are done a certain way you may offend the local people
4 Displaying affection Keep in mind that in many cultures displaying affection in public is considered taboo Kissing on the street or in public places is unacceptable behavior and should be avoided If you are unsure of how to behave watch the local people and copy them-if they dont behave in a certain way you probably shouldnt either
5 Choosing gifts If you are traveling on business or plan to stay with a host family and you wish to take a gift do some research The idea of the perfect gift varies greatly from country to country and one of the easiest ways to offend somebody is to give the wrong gift In China it is taboo to give clocks and fans The Chinese word for fan has a similar sound to the word for separation while the sound for clock is similar to that of death In Japan gifts should never be given in sets of four as the sound of the word four in Japanese is similar to the sound of the word meaning death
6 Opening gifts The opening of gifts is also treated very differently around the world In many Western countries do not be surprised if your hosts immediately tear the wrapping paper from a gift in great excitement They will then tell you how wonderful the gift is even if they do not like it In most Asian countries it is considered impolite to open gifts in front of the gift-giver for fear of offending the person
Wherever you go in the world always be tolerant of the local customs Avoid being critical try instead to show respect for the values of the country you are in even if you do not necessarily agree with them
1 The author of the reading passage has most likely __ a traveled a lot b taught at a university c written several books
2 According to the reading which articles of clothing should YOIJ plan to travel with a a T-shirt and shorts b a jacket and hat c pants and a long-sleeved shirt
3 If a topic isnt appropriate to talk about in your country it probably __ okay to talk about in another country
a might be b should be c isnt 4 According to the reading __ is not appropriate behavior in many countries
a kissing in public b expressing gratitude c giving presents 5 According to the reading the best gift to give someone from China is __
a a fan b a clock c neither a nor b B The statements below are about the reading Complete each one using the correct word or
7
phrase 1 Itrsquos useful to learn words for please thank you may I as well as ________________2 When youre unsure about how to behave watch the ______________ 3 The Chinese word for clock and the Japanese word for four both have the
same sound as the word meaning _______________ 4 In Asian countries it is considered impolite to open gifts ______________the giver of the gift 5 While in another country if a local person cant understand something you are saying try _____________or pointing to the object
C Critical ThinkingDiscuss these questions with a partner 1 Which topic that the author covered do you think is the most important Why 2 What other topic could be included in this reading passage
VocabularyA Look at the list of words and phrases from the reading Match each with a definition on the right 1 far-off a place 2 locale b patient able to bear annoyance well 3 adapt c deserving of religious respect 4 gratitude d a feeling of liking or love 5 sacred e not modern cautious 6 conservative f thankfulness 7 affection g pointing out what is wrong 8 tolerant h change to be more suitable 9 critical i distant
B Compete the sentences below using the vocabulary from A Be sure to use the correct form of the word 1 When Jamie moved into her own apartment it took her a while to _________ to living alone 2 Claras father has some very _______________beliefs For example he thinks a woman shouldnt work after she gets married 3 After receiving a gift in the United States its common to send a thank-you card to express ones ________________ 4 That beach community has become a favorite ________________for retired people to live in 5 Jacks parents are too ___________of their sons bad behavior They let him do whatever he likes 6 Hiromi has a great deal of ______________for her grandfather and visits him at least once a week 7 Ive been to many neighboring countries but Ive never traveled to any really _____________ places 8 Kristin and Marcus disagree a lot and they are very _________of each others opinions 9 Churches mosques and temples are ____________places for religious activities
8
(Source Anderson N J Active Skills for Reading Book 3 Unit 1 pages 17-20)
Reading 4 Culture and Body Language
BODY LANGUAGEOrder the following elements of communication in terms of importance tounderstanding the messageWords _____Tone of Voice _____Facial and Body Expressions ______
You might be surprised by the answer
Much of the impact you create an interview is based on your body language and getting this right is essential The way you walk sit and act may influence your interviewerrsquos opinion of you as much as what you actually say
Here is a list of body language behaviour in North America Categorize them as either negative body language or positive body language
Staring at the floor Direct Eye Contact Strong Handshake Nodding Sweating Crossing your arms Pointing with your finger Playing with your clothesSmiling Standing or sitting very close to another personGood Posture Leaning closer to another person Fidgeting Looking at your watch
Positive Body Language Negative Body Language
(Adapted from Cambridge English for Job Hunting Cambridge University Press Colm Downes 2008 Pg 50)
What are some examples of positive and negative body language in China
Positive Body Language Negative Body Language
9
When we communicate with other people it is not only our words that contain the meaning An important part of that meaning comes from what is called non-verbal communication By this we mean facial expression gestures with hands arms legs the way we sit or stand the way we touch other people the distance we keep between ourselves and the people we are talking to our dress and our appearance All these say something to other people
Facial expressions and gestures are used by everyone often spontaneously even unconsciously Smiling for example is found in most cultures as a sign of happiness or pleasure Gestures such as pointing waving shaking or nodding the head are also widely used although the gestures themselves do not always mean the same in every culture I once asked a Portuguese student why bank officials in Lisbon seemed so unhappyndash sorry Lisbon bank clerks but its true ndash and he told me that if they smiled too much they would not seem serious about their work
Because many non-verbal messages are culture specific they can cause a lot of misunderstanding between people from different backgrounds Northern Europeans and Americans for example like to keep a certain personal space between themselves and others and feel uncomfortable if people come too close to them In these same cultures it is considered impolite to stare but Greeks it is said feel ignored if people do not stare at them in public Europeans usually change their facial expression to show happiness anger boredom sadness For this reason they call oriental people mysterious because they change facial expression much less
In styles of dress we also make important statements about ourselves Dress codes vary greatly from one culture to another and it is easy to make mistakes about peoples status if you dont know the cultural norm In Mediterranean cultures bank officials and similar employees wear short-sleeved open-neck shirts and no jackets This casual dress would not be acceptable in northern Europe where suits and ties are a sign of seriousness Ambitious women in western cultures wear classic clothes in plain colours to indicate their dedication to career
One of the main differences between verbal and non-verbal communication is that we are often not conscious of the expressions and gestures we use and so we are in danger of giving more information than we really want to or even of giving a conflicting message with our body language to the one expressed in our words
Check your Understanding
Choose the best answer1 Body Language is
a The way we dressb The expressions on our facec Non-verbal communication
2 When we do something lsquospontaneouslyrsquo (line 7) we do ita immediately
10
b after careful thoughtc reluctantly
3 lsquoStatusrsquo (line 24) meansa conditionb position in societyc age
4 lsquoClassic clothesrsquo (line 28) area fashionable wearb casual dressc sensible and traditional clothes
5 A lsquoconflicting messagersquo (line 32) gives peoplea useful informationb confusing informationc wrong information
Posture is the word used to describe the way we use our whole body We can stand straight and still we can sit back in a relaxed manner we can fold our arms cross our legs we can lie down we can jump about Each posture reflects our emotion and attitude
Match the description of a posture to an attitude or emotion
POSTURE EMOTION
Sitting and crossing your arms Keeping eye contact Raising your eyebrows Moving your shoulders up and down (shrugging)Sitting and tapping your fingers on the tableFidgeting with your clothes Leaning forward in your chair
InterestBoredomAngerSurpriseNervousnessDisinterestConfidence
In pairs discuss the following questions1 How could your body language cause problems in an interview2 How can you avoid these problems
(Adapted from httpwwweslteachersboardcomcgi-binlessonsindexplnoframesread=917And Cambridge English for Job Hunting Cambridge University Press Colm Downes 2008 Pg 50)
Reading 5 My Time on Coconut Island
11
Coconut Island
1 How would you describe the building in this picture
Modern Old Clean Dirty Pristine Run-down Simple Luxurious
Would you vacation at a location like this WhyWhy not If no what kind of accommodation would you prefer
2 Is this an example of formal (ex business letters and resumes) or informal (ex emails and magazines) writing List examples of why you think it is either formal or informal
3 What are some positive things the writer has to say about Seaview Resort and Coconut Island What are some negative things the writer has to say
My Time on Coconut Island I was told Coconut Island was developing fast I understood that this meant it was once a pristine island heading towards environmental destruction caused by uncontrolled tourist development Perhaps they meant it in a more positive light I wasnrsquot sure I went there to find outDriving down the east coast expressway you donrsquot see much The landscape is pretty flat most of the way with just a few trees and roadside shacks selling pineapples Oh and of course the usual construction workers widening and
12
improving the road However once you get to the end of the road and the ferry terminal you look across the sea and see a huge mountainous island rising up in front of you I felt excited and a little nervous
We crossed the water without any problems but left the ferry stuck behind trucks carrying construction materials ready to pour concrete all over this beautiful island Although we knew the sparkling white beach was just meters from the road we couldnrsquot see it for some time Not because of palm trees but because of all of the shops selling tourist merchandise and all the dust thrown up by the construction trucks Fortunately the tourist shops thinned out within 20 minutes and shortly afterwards we arrived at our destination Seaview Resort We werenrsquot disappointed We had been promised fine white sand and clear turquoise water and we got it Only problem was there was just a few feet of white sand and that was mostly covered in beach towels from other tourists who had got there before us Ah well not to worry We could explore up the beach for a quiet spot later We checked out the rooms and facilities and everything was just as you would expect from a mid-range hotel It also had quite a nice little restaurant right on the beach and therefore great for a cold beer and our first sunset It was perfect
The following morning after cold bacon and eggs for breakfast it seemed that the same people from yesterday were hogging the sun beds and beach space again so we decided to walk down the beach and explore a little further In actual fact I was pleasantly surprised I was expecting the whole beach to be lined with resorts packed side-by-side but actually on this beach there was still plenty of space for developers The closest buildings to us were a couple of beachside family-run cheap-and-cheerful restaurants with bamboo chairs and tables At 300 meters away they were also just too far away for most of the package tourists And this was generally where we spent most of our days An added bonus was that at the shack- White Sands to give it its official name (the name was on a piece of driftwood tacked to a nearby palm tree) the food was far far better than the resortrsquos Whereas the resort chef had removed any local flavour from the food the White Sands staff had managed to keep their food authentic
So most of our days were spent relaxing by the sea but one day we went for a cruise around the island While we were travelling we could see all of the development on Coconut Island There were plenty more resorts being built and the green forests of palm trees became bare hills of tourist development However on the cruise we had a chance to snorkel and swim After a couple of hours in the sun we returned home to rest
Before too long our trip on Coconut Island was over Overall I was pleasantly surprised Okay itrsquos getting developed but you can still find pristine and peaceful beaches by spending a little bit more effort to get there In general most of the development is on the beach and so the interior is still beautiful Itrsquoll take another few years yet to spoil it so my advice is to enjoy it while you can
13
Working with the other students in your group think of some ideas why development would be a positive thing for the island and why it would be a negative thing for the island
REASONS FOR DEVELOPMENT REASONS AGAINST DEVELOPMENT
Your turn Choose 6 of the bolded words and use them to describe a place that you have traveled to When you are finished share your work with your group___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
(Adapted from wwwonestopenglishcom)
14
Reading 6 Banff National Park - One
BANFF NATIONAL PARK
Match the following words with their closest synonym or synonym phrase (words with the same meaning)
Preserve Exhilarating Glaciers Mammals Heritage Rugged Turquoise Getaway Vast Marvel
VacationSlow moving iceGreen-Blue colourRoughValuedKeep the sameExcitingWarm blooded animalFeel wonder and aweLarge
What kinds of activities and services are provided at national parksCircle the services you think apply
Laundry Restaurants City Tours Swimming Business Meeting Rooms Skiing Accommodations Room Service Fishing Hiking Concerts Housekeeping
Banff National Park- Reading One
Banff National Park (established 1885 6641 sq km) is Canadarsquos first and most heavily visited national park Its eastern gate is located 111 km west of Calgary in the Rocky Mountains Originally set aside to preserve the hot springs for public use Banffrsquos blend of towering peaks and flower-strewn meadows makes it among Canadarsquos most exhilarating holiday areas
The largest cave system in Canada extends for 23km below the Columbia ice fields The glaciers still clinging to upper mountain slopes have helped shape the parkrsquos landscape creating numerous lakes waterfalls and broad U-shaped valleys Forests of pine spruce and alpine fir soften the sides of the mountains and are home to many large mammals including moose elk black bear and the grizzly bear-the parkrsquos most formidable resident Bighorn sheep mule deer and other wildlife can often be seen alongside park roads In contrast the small population of cougar and wolf are rarely seen
Campgrounds resorts alpine and cross-country skiing and 1100km of hiking trails are found outside the Banff town site Over 45 million visitors come to the park each year
(Adapted from httpwwwthecanadianencyclopediacomindexcfmPgNm=TCEampParams=A1ARTA0000494)
15
Comprehension Questions1 Why was Banff National Park created2 What have the glaciers created in Banff National Park3 How many kinds of trees are there in the park What are their names4 What large mammals will you regularly see in the park
Banff National Park- Reading Two
Adventure is calling you to Banff Lake Louise and Banff National Park As a UNESCO World Heritage Site Banff offers rugged beauty unspoiled landscapes and pristine mountain ranges Experience an unrivaled alpine escape at ldquoThe Worldrsquos Finest National Parkrdquo You can also drink in naturersquos wonder at Lake Louise ndash one of the Canadian Rockiesrsquo most beloved destinations with turquoise waters sparkling underneath the towering Victoria Glacier
During your getaway you are sure to love our comfortable accommodations cool restaurants and stores fun activities colorful festivals and unique sights Big impressive mountains metres of dry light powder snow - that is skiing and snowboarding in Banff National Park Banff Lake Louise skiing offers vast terrain with hundreds of kilometres of marked trails from beginner to expert
Banff summer adventures bring you face to face with nature Marvel at majestic wild animals inspiring wild spaces jagged mountain peaks and thickly forested alpine valleys Enjoy abundant Banff Lake Louise summer activities Explore scenic driving routes Take a casual stroll through wildflowers in an alpine meadow or test your extreme limits climbing to the roof of the Rocky Mountains Backpack across rock ridges formed by undersea oceans over 45 million years ago Tee off at a five-star golf course Throw a fish hook in the water walk on a glacier or canoe on Lake Louisersquos turquoise water Finally you could also take a guided trip outside the park for whitewater rafting and ATV fun
(Adapted from httpwwwbanfflakelouisecom)
Comprehension Questions1 What is one of the Rockiersquos most beloved destinations2 What kinds of activities does this reading say you can do at Banff in the summer3 What do you think sounds more interesting-the winter or summer activities Why
Discussion Questions1 What is the difference between reading one and reading two about Banff National Park2 Which one makes you want to visit Banff National Park more Why List some words
that make you interested in traveling there3 Where would we find a reading like reading one4 Where would we find a reading like reading two
16
List some facts and opinions from Reading One and Reading Two
Reading One Reading Two
Facts
Opinions
Reading 7 Cultural Tourism
Welcome to Rural Vietnam
Welcome to a corner of Asia where you willfind a lifestyle that goes back for centuriesFishing on the Mekong Delta farming in Central Vietnam or crafts in Bac Ninh Provincemdashwhatever your own interest we are sure you will find something to delight you in rural Vietnam
Vinh Long ProvinceLocated between the Tien and Hau rivers the fertile lands of Vinh Long nourish thousands of fruit orchards while the countless small islands provide ideal conditions for ecotourism and observing wildlife In addition you will be able to observe the centuriesmdashold activities of Southern Vietnam such as processing rice paper and traditional Vietnamese cooking Especially interesting in Vinh Long is the opportunity to stay overnight in local residentsrsquo homes There is a small but growing number of private homes that offer home stays At the moment they provide accommodation and entertainment for up to 150 tourists per night
Quang Nam ProvinceFor visitors who want to be really active in their holidays we recommend a visit to one of thevegetable farming villages near the town ofHoi An in the central province of Quang NamHere for a day you can toil shoulder to shoulder with a Vietnamese farmer Hosts and guestswork the land planting rice or collecting vegetables that they sell in the local marketsFor lunch you can get to eat colocynth (similar to a bitter apple) and tom huu which is atraditional dish made of vegetables
Bac Ninh ProvinceThe homeland of Quan Ho art has many traditional trade villages In Xuan Lai village you can find excellent bamboo products especially from black bamboo while Phu Lang is famous for its pottery Thousands of ancient pots have been found here and even today there are
17
about 300 families in the village doing pottery work
Tho Ha is famous for pottery but nowadays it has also started to produce wine Another village that is well known for traditional wines is Van on the bank of the Cau River The villagers here are happy to let visitors photograph their wine being made and to try it or to buy it but the brewing process itself is a secret
Finally Da Hoi is a must This 400 year old trade village is famous for its traditional silk cloth and women there still raise silkworms and weave fabulous fabrics that they sell
Check your Understanding1 What can you do in Quang Nam Province if you are feeling active2 What kind of cultural products can we find in traditional Vietnamese trade villages3 Where can up to 150 tourists per night stay in Vinh Long Province4 Which province would you want to visit most Why
Match the vocabulary word from the reading with its closest definition on the rightDelight WorkNourish Skilled workToil CaterpillarTrade Provide forSilkworms Please
Think about all of the places that you would like to experience culturally Where would you go What would you see and do Discuss your answers with a partnerReport your answers back to the class
(Adapted from Tourism 2 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2009 Pg 48-49)
Reading 8 Tourists in a Fragile Land
ECOTOURISM
VOCABULARY IN CONTEXTGuess what the underlined word means in each numbered sentenceCircle T or F for the statement that follows
1 The desert landscape is very flatT F ldquoLandscaperdquo means the way the land looks
2 We must preserve the rain forest because it is the home of many birds that cannot live anywhere else
T F It would be good to cut down the rain forest now so we can use the wood
18
3 The ozone hole may be dangerous to people who live on the earth It is a hole in the ozone layer
T F The ozone layer is made of gases that protect the earth from the bad effects of the sun
4 Some scientists believe that global warming will cause the ice of Antarctica to meltT F The earth will become too hot
5 That island is inhabited only by birdsT F All kinds of animals live there
6 The highest mountain in the world is Mount Everest I donrsquot know how some people can go there because it is such a harsh place
T F Itrsquos really comfortable
7 Next summer I am going to travel to a very remote part of Asia It will take a long time to get there but I want to go to a place where few visitors have gone
T F This is a place thatrsquos easy to get to from the big city
8 His wife said ldquoThink about the consequences if you lose your jobrdquoT F She might want her husband to think about not having any money to pay
the bills for the family
9 The coastal cities of a country are often popular vacation spots because people like to be near the ocean
T F These places are often in the centre of the country
10 The oceans of the world are vast places of waterT F The oceans are smaller than other places of water
11 The ice on the pond was so fragile that the children couldnrsquot ice skateT F The ice could break easily
Making Predictions Tourists in a Fragile LandYou are going to read an opinion essay about tourism in Antarctica The essay was written by a scientist who works there What do you think his opinion will be Choose one
a Tourists should not visit the Antarctica because they may cause problemsb Tourists should visit Antarctica because there is so much for them to learnc Tourists to Antarctica should pay a special tax to help scientists with their work there
19
Tourists in a Fragile Land
As a scientist working in Antarctica I spend most of my time in the laboratory studying ice I am trying to find out the age of Antarctic ice All we know for certain is that it is the oldest ice in the world The more we understand it the more we will understand the changing weather of the Earth Today I had to leave my work to greet a group of tourists who were taking a vacation in this continent of ice And although I can appreciate their desire to experience this beautiful landscape I feel Antarctica should be closed to tourists
Antarctica is a place of important scientific research and it must be kept only for this purpose Many scientists are using Antarctica to study the effects of the ozone hole that was discovered above Antarctica in 1984 They are also trying to understand global warming If the earthrsquos temperature continues to rise the health and safety of every living thing on the planet will be affected Also biologists and botanists study the animals and plants that live on the frozen land trying to understand how life can live in such a harsh environment
When tourists come here they can hurt the environment and interrupt our research Many scientists complain that tourists leave garbage on beaches and disturb the plants and animals In a place like Antarctica it can take 100 years for a plant to grow back after it was picked andtourists taking pictures of baby penguins from cruise ships caused an oil spill that killed many penguins and destroyed a 5 year research project
There is no government here and it is owned by no one Who will protect it Who is responsible for it The scientists are trying but the tour companies making money by sending tourists south are not If we donrsquot protect Antarctica now there may be serious consequences for everyone The ice here holds 70 of the worldrsquos fresh water If the ice melts it will cause devastating floods The ice also acts as a natural air conditioner for our planet Clearly Antarctica should remain a place for careful and controlled scientific research The only way to protect this fragile and important part of the planet is to stop tourists from travelling to Antarctica
Tourists in a Fragile Land1 Look at your prediction you chose about Tourists in a Fragile Land Was your prediction correct
2 Number the following main ideas in the order they appear in the reading
_______ Antarctica has no government_______ The entire world may be affected by problems in Antarctica_______ Many different scientists learn new things by studying Antarctica
20
3 Complete the following outline of the reading with details to support the pointsa Scientists learn new things in Antarctica because it is different from other places How is it different
i ______________ ice in the worldii Itrsquos plants and animals live in a very _____________ environment
b Problems in Antarctica may affect the worldi There is a large ________________ above Antarcticaii It has ____________ of the worldrsquos fresh wateriii The ice acts as a natural _________________ for the earth keeping it cool
4 The following statements are false Rewrite the false statements to make them truea The oil spill caused by a cruise ship killed many scientistsb The writer of the essay knows the age of Antarctic icec Biologists and Botanists study the scientists that live on Antarctica
Reading 9 Travel Journal A Tourists Experience
Travel Journal ndash A Touristrsquos ExperienceChile South America February 16The sunlight was shining so brightly as our plane flew over the snow covered Andes mountains which seem to go on forever
Island of Cape Horn February 16We spent the morning at a small church named Star of the Sea This is a quiet place where visitors are invited to remember all of the international sailors who died here They were all trying to sail around the southern part of South America and many of them lost their lives at sea
Drake Passage-aboard the tour ship Explorer February 19We were welcomed today by the captain and crew They gave us warm Antarctic jackets and introduced themselves to us Sea birds followed the ship closely sailing in the cold wind As we headed south we saw a pink ship in the distance Our captain explained that it was not a ship but an iceberg-the first one of our trip The more I saw the more I wanted to learn about this unique and beautiful place
Deception Island Antarctica February 21We landed on Bailey Head where thousands and thousands of penguins greeted us The crew gave us rules to follow to protect the environment We were told to bring all of the trash that we could find on the ice back to the boat because a scientist on the ship is studying how much garbage is created by tourists in Antarctica each year We were also told not to disturb or feed the penguins because it is harmful for them
21
Paradise Bay Antarctica February 25Today we reached the mainland of the continent Our guide helped us walk through snow to the peak of an iceberg 500 feet above the sea We heard the noisy sound of penguins and later we explored the mountains of ice in motorized rafts It was incredible I always thought ice was white but here in Antarctica it is blue because it absorbs all of the colours of the rainbow except blue All around us are mountains of ice that no one has ever explored It amazed me to think that no human has ever walked on these It is so beautiful We need to help protect this special environment When I get home it will be hard for me to explain what my trip was like but I will try
A Travel Journal
1 What kind of person do you think this tourist is2 Do you think she did anything that was dangerous to Antarctica Explain3 Which part of her trip did she enjoy the most Which part would you enjoy the most4 What did people do on this trip to protect Antarctica and keep it clean5 The chart below compares the views of the scientist with the views of the tourist Look back at Tourists in a Fragile Land and A Travel Journal and fill in the missing information
OPINIONS OF THE SCIENTIST OPINIONS OF THE TOURIST
1 The Antarctic environment must be preserved for research
1 As tourists learn about Antarctica and return home to tell their friends and family about its importance they may want to help preserve the environment of Antarctica
2 2 Tourists can help scientists with their experiments (collecting garbage for research)
3 Tourists donrsquot care aboutAntarctica
3
6 Which opinion do you agree with more-the scientists or the tourists Are there certain places in the world tourists shouldnrsquot be allowed to travel
(Adapted from Northstar Reading and Writing Intermediate 2nd ed Unit 6)
22
Reading 10 GAP Adventures
CORPORATE PROFILE GAP ADVENTURES
If you are tired of the one-week-in-the-Florida-sun vacation and want to do something exciting and off the beaten path then GAP Adventures is the perfect company to turn to They provide more than 600 different itineraries in more than 100 countries and have during the last yearsgiven more than 20 000 travelers the adventure of their lifetime This year approximately 15 million more people are expected to visit their web site some of them to change their lives forever
Their philosophy ldquoThe Freedom of Independent Travel with the Security of a Grouprdquo has been practiced since the start They respect their travelers as individuals and there is no requirement to be athletic to go on one of their trips The only thing needed is to have the spirit of adventure and the desire to experience a world totally different from what you areaccustomed to
Also the concept of responsible tourism is very important to GAP Adventures and they come and go and interact with the local populations leaving behind them only footprints Their commitment is to support local people and communities and to protect the environment they travel in To that end GAP Adventures developed Planeterra-the GAP Adventures Foundation that gives back to the people and communities their passengers visit on their trips
They hire people in different departments like Operations Product Sales and Marketing employing more than 300 staff worldwide Maybe the most obvious choice for you is the position as a GAP Tour Leader In this position you make peoplersquos holiday dreams come true and make sure all passengers have an enjoyable time
The local hostel where you spend the night is your home and your office is your backpack On your way to work you might have to hike the Inca Trail or canoe down the Amazon River This is the perfect job for you if you are passionate about different cultures travel and care about sustainable tourism
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 73)
GAP Adventures1 Match the following words from the reading on the left to words on the right that are closest in meaningAccustomed Spirit of adventureItineraries Philosophy Desire
uncommon placecourageresponsibleguiding beliefinterest
23
Off the beaten path Sustainable
familiar witha planned route
2 How is GAP different from other holiday tour operators3 What does ldquoleaving behind them only footprintsrdquo mean4 What is Planterra5 True or Falsea The GAP philosophy is ldquoThe Freedom of Independent Travel Without the Security of a Grouprdquob GAP Tour Leader is the perfect job for you if you like to be alone and sleep on the beach all dayc GAP Adventures has traveled with more than 20 000 travelersd Travelers must be athletic to travel with GAP
Reading 11 A Day in the Life of Richard Spacey
A DAY IN THE LIFE OF RICHARD SPACEYCruise Director Royal Caribbean International
Voyager of the Seas one of the largest and most innovative cruise ships ever built has a total guest capacity of 3700 with 1200 crew members Voyager of the Seas is a revolution in the cruising industry A floating city she features the worldrsquos first floating ice skating rink a rock climbing wall an inline skating track and the largest and most advanced theatre on the seas There is a four-story Royal Promenade shopping and entertainment area the entire length of the shop that acts as the main area for the ships activities and entertainment Cruise director Richard Spacey was very important in organizing the entertainment and activities program aboard with a support staff of 130 people What follows is an account of a day in the life of the cruise director of one of the largest cruise ships in the world
MONDAYmdashFIRST DAY AT SEA
730-830 am- Yesterday 3650 guests came aboard the ship in Miami and we headed for our first port of call Labadee our own private island on the coast of Hispaniola Before most of our guests arrive I plan and submit our daily activities schedule for the whole voyage to our hotel director Three couples were married in the wedding chapel yesterday and they are included in the 108 couples that have chosen to spend their honeymoon with us I have organized a special party later in the week to celebrate this happy occasion The youth activities manager reports that there are more than 600 children aboard ranging in age from 3 to 17 We offer a special deck and pool areaarcade for children in addition to our extensive youth facilities which include a teen dance hall
24
I oversee the cruise management team consisting of youth activities international guests shore excursions and business group functions including seminars group meetings presentations and cocktail parties
845-930am- Hotel directorrsquos meeting All of the division heads in the Hotel Department meet to discuss the daily operation of this floating hotel Todayrsquos agenda includes a monthly safety meeting Each division head presents his or her monthly report on safety and environmental protection Hospitality and the safety of our guests and crew are our top priorities
945-1030am- The start of my public duties I give a daily announcement and an explanation of all the activities and entertainment happening on the ship I start my morning walk around Time to start the first session of Jackpot BINGO for the week I walk by two acrobats performing for our guests on deck to entertain them They play different characters through the cruise and add quite a lot to the guest experience
The ice rink is busy with guests skating at our first All Skate session There are several sessions throughout the day The ice skating cast of performers are responsible for running the session as well as skating in our Ice Show
1100-1200noon-Time to change out of my day uniform into a business suit and put on stage makeup for the taping of our onboard talk show called ldquoVoyager Liverdquo I am one of the main sources for revenue making on board The television show is great on a small floating city 37 channels offer safety information music shopping tips CNBC CNN ESPN and free movies in several languages
Noon - Lunch with the staff in the Officers and Staff Dining Room
100-230pm -Change out of my business suit into shorts and a t-shirt to introduce the Belly Flop Competition at 130 at the pool Always a ldquobigrdquo event among our guests Quite a few laughs This is followed by cruise style horse racing We pick six people who move six wooden horses by a roll of the dice The betting is fierce as all of the guests cheer their favourite horses on Everyone loves the horse racing I am the track announcer for three horse races
I stop by the Sports Court to check out the action The sports court is full of families enjoying our Family Hour activities with the youth staff We offer a nine hole mini golf course golf driving simulator full court basketballvolleyball inline skating table tennis and a rock climbing wall that rises up 200 feet
300-830pm -First a POWER NAP The day will not end until about 1230am Being available all of the time is very exhausting The nap will help me stay up late
After I go back to the office to catch up on email and help organize the office It is also time to work on budgets and revenue predictions for next year
25
At dinner hour I got to the main deck to speak with the guests at the Welcome Aboard reception The captain gives his welcome speech and then we send them off to their dinner or the show at 830
At 830 I meet in the Champagne Bar with the hotel director before dinner Tonight we will entertain guests who are on their 50th cruise and also a company who is thinking of booking 700 guests on a future cruise with us
900-1230am -I introduce the entertainment for the night in our main theatre for the guests After dinner and dessert I introduce the same show for the second seating and watch the show for quality control After the show finishes I do a final walk around the lounges on the ship with my assistant We have live music playing everywhere and karaoke has just finished in one of the main lounges The dance hall is full because of singlesrsquo night tonight and there are a few couples enjoying music in the Jazz club
A long full day Time for bed because I have to be on the deck at 800 am to welcome our guests to our first destination Labadee
Discussion Questions
PART A (730-945am)1 What does Richard do before most of the guests arrive2 How many guests are on the Voyager of the Seas How many of those are children3 What departments does Richard Spacey oversee as Cruise Director4 What is the agenda at the Hotel Directorrsquos meeting
PART B (945-100pm)1 What kind of announcement does Richard make at 9452 Who does he meet performing on the deck and what are they doing3 What two activities has Richard organized to start during this time4 Why does Richard have to change into a business suit at 11
PART C (100-830pm)1 Why does Richard change out of his business suit and into a pair of shorts2 What two events are very popular among the cruise ship guests3 What services do they offer at the Sports Court
PART D (830pm-1230am)1 Why does Richard take a nap during the middle of his business day2 Who does Richard have dinner with at 830 Why are they special3 What events has Richard organized to occur at night for the guests
26
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 53-54)
Follow up ndash Watch Royal Caribbean movie Royal Reunion directed by James Brolin Find on youtube New Royal Caribbean Movie Royal Reunion -- The Short Film Directed by amp Starring James Brolin or on Royal Caribbean website wwwroyalcaribbeancom
Reading 12 Focus on Recreation Hospitality and Recreation Inextricably Intertwined
FOCUS ON RECREATION Hospitality and Recreation Inextricably Intertwined
By Bart Bartlett PhD Professor Penn State Universityrsquos School of Hospitality Management
Americans have more leisure time than ever before and as leisure time has grown leisure activities have evolved and grown as well As a result there are many opportunities for recreation and for careers in recreation management This includes positions in commercial recreation (resorts themed resorts the ski industry) in non commercial recreation (national parks) and in golf clubs and sports venues
In many situations recreation and hospitality go hand in hand When a ski trip combines recreation on the slopes with food and beverage services in the hotel or when a hotel guest uses the hotelrsquos business services and the spa recreation and hospitality are both involved When a convention centre hotel provides rooms food and beverage coordinates meetings and also organizes group activities during the conference hospitality and recreation begin to merge
Resorts and resort hotels are an example of the combination of hospitality and recreation A mega-resort such as Walt Disney World Resort provides a clear example of this point On a Disney vacation a family may enjoy lodging and food and beverage services provided by hotel staff and management trained in hospitality go into the park itself to enjoy attractions and shows arranged and managed by a recreation specialist take a break to enjoy foodservice provided by a hospitality provider and at the end of the day enjoy dinner provided by the hospitality staff and entertainment or dancing arranged by a recreation professional
From this example alone it is clear that the commonalities in settings services and focus on guest satisfaction indicate that hospitality and recreation do indeed work together closely
VOCABULARY
27
Look at the words below With a partner try to think of the definitions of the words below by looking at the words in context from the readings Write down the definitions and compare with another set of partners
EVOLVEDOPPORTUNITIESCOMMERCIALVENUESGO HAND IN HANDCOORDINATESMERGEMEGACOMMONALITIES
Check your Understanding1 What are some areas where you can work in recreation management2 List 3 examples where hospitality and recreation ldquogo hand in handrdquo3 Think of some other places like Walt Disney World where hospitality and recreation work closely together Explain how the two work together
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 374)
Reading 13 Beverage Industry
Java Coffee House CASE STUDY
Michelle Wong is manager of the Java Coffee House at a busy location on Union Street in San Francisco USA Michelle says that there are several challenges in operating a busy coffeehouse such as training staff to handle unusual circumstances For example one guest consumed a cup of coffee and ate two-
thirds (23) of a piece of cake and then said he didnrsquot like the cake so didnrsquot want to pay for his order
Another problem is suppliers who quote good prices to get her business and then two weeks later raise the price of some of the items Michelle says that the young employees she has at the Java Coffee House are her greatest challenge of all According to Michelle there are four kinds of employeesmdashlazy good but not responsible those who steal and great ones who are no trouble
Discussion Questions
28
1 What are some suggestions for training staff to handle unusual circumstances like the one in the case study
2 How do you ensure that suppliers are delivering the product atthe price promised
3 What do you do with lazy employees
4 What do you do with irresponsible employees
5 How do you deal with employees who steal
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 340)
Reading 14 Corporate Profile Starwoods Hotels
Corporate Profile Starwood Hotels
Starwood is one of the worldrsquos largest hotel and leisure companies Its brand names include St Regis the Luxury Collection Sheraton Westin W and Four Points by Sheraton Through these brands Starwood is well represented in most major markets around the world
Operations are grouped into two business segments hotels and vacation ownership operations Revenues and earnings come primarily from hotel operations which include the operation of owned hotels management and other fees earned from hotels managed through contracts and the collection of franchise fees
Second Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80countries and is made up of 140 hotels
29
Next Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts There are 19 vacation ownership resorts in the United States and the Bahamas
Fourth Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition The luxury brands continue to find new customers while maintaining loyalty among the worldrsquos most active travelers The strength of the Starwood brand is proven by superior ratings received from hotel guests and industry magazines The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list
Fifth Starwood has sophisticated and diverse hotel properties throughout the world including the St Regis in New York City the Phoenician in Scottsdale Arizona the Hotel Gritti Palace in Venice Italy the St Regis in Beijing Chinarsquo and the Westin Palace in Madrid Spain These are among the leading hotels in the industry and they provide the highest quality and service
Finally Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises Starwood plans to meet these goals by taking advantageof its large customer base and reach in the industry to reduce costs The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals more challenging
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 566)
Match the sentence parts to make correct definitions1 Starwoodrsquos strong brand a comes primarily from hotels2 Revenue at Starwood b is proven by high ratings from guests and industry
magazines3 Luxury and upscale hotels c help to increase Starwoodrsquos global presence totaling 733
hotels4 Franchised hotels d continue to visit Starwood hotels because of the high
quality and service5 Loyal Travellers e represent the majority of Starwoodrsquos hotel properties
Look at the statements below Put lsquoMrsquo next to the statement that is the MAIN IDEA Put lsquoSrsquo next to the statement that is a SUPPORTING IDEA or DETAILParagraph 1a Starwood is one of the worldrsquos largest hotel and leisure companies _______b Operations are grouped into two business segments hotels and vacation ownership operations ______
Paragraph 2
30
a Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80 countries and is made up of 140 hotels ______b Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry ______
Paragraph 3a There are 19 vacation ownership resorts in the United States and the Bahamas _______b Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts ______
Paragraph 4a Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition _______b The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list ______
Paragraph 5a These are among the leading hotels in the industry and they provide the highest quality and service ______b Starwood has sophisticated and diverse hotel properties throughout the world _____
Paragraph 6a Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises ______b The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals morechallenging ______
Match each word from the reading with a definition Write the letter of the definition next to the word1 Brand a worldly cultured and refined2 Revenue b a part of the whole3 Segment c different in design and services4 Loyalty d a product or image created by a company5 Sophisticated e make good use of something for personal benefit6 Upscale f above average in quality of high rank7 Diverse g permission given by one company to another to sell its products
and services8 To take advantage of h income9 Franchise i expensive and wealthy sector of the market10 Superior j support and confidence in a person or company
31
Complete each sentence below using one of the words from above Be sure to use the correct form of the word Not all words will be used1 The company decided to hire Nicholas over all the other applicants because he had __________ skills and experience2 Companies reward customers for their __________3 John spoke with the manager at his local McDonalds to see how he could open up his own ____________4 Elena has travelled all over the world and she can speak 4 different languages She is so ______________
Reading 15 Hospitality is Offering a Cup of Kindness
FOCUS ON SERVICEHospitality is Offering a Cup of Kindness
William B Martin Cal TechmdashMonterey Bay
Customer service is the primary focus of hospitality It is what hospitality is all aboutmdashwhat we do If you are interested in a hospitality career it is important to understand and learn as much as possible about customer service and particularly how to be successful at it Your success will come from a complete understanding of hospitality
Letrsquos begin by exploring why we provide hospitality Why are hospitality businesses in business What is the primary purpose of a foodservice operation A lodging travel or tourism related business Is it just for money Many of you might answer lsquoyesrsquo to this question But as you will see hospitality is much more than just about money Money is important but it is not the primary purpose of hospitality
Our job is to enhance the lives of those people (guests customers passengers etc) to whom we are dedicated to serve Yes it is that simple Our job is to make the lives of others better in a small way or big way it makes no difference Whatever it is we are out to make peoplersquos lives on this planet a little bit better or maybe even a lot better This is our purpose It is where we find meaning We enhance their lives through service and begin by understanding what it is they need The problem is that all of our guests come with many needs Some we can meet some we canrsquot If you can work toward helping them satisfy these needs you can go a long way toward making their lives better through kindness Quality customer service demands that service providers understand what it is that you want Kindness after all comes through understanding Kindness is demonstrated by making everyone feel welcome
Quality customer service also requires that we make all our guests feel so comfortable that they donrsquot need to worry because they are in good hands Whether they deserve it or not they should be made to feel important Why Because we all have a need to feel important This is our job
32
We need to stay focused on the primary purposes of hospitality We need to understand the power of kindness and the importance of satisfying the basic needs of our guests Hospitality and customer service success are found in our ability to enhance the lives of others through how we treat themmdashwith a little cup of kindness
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 17)
FOCUS ON SERVICECHECK YOUR UNDERSTANDING
1 What is the main idea of this reading passage What detail does the author use to support this point
2 According to the article which of these statements would a successful hospitality employee agree withA I always focus on making money when I am workingB I enjoy making the guest feel comfortable and importantC Only the employees who speak with guests need to focus on customer service and kindness
3 Use the vocabulary from the crossword to complete the sentences below Be sure to use the correct form of the wordA Most English teachers try to think about the language___________ of their students when they design their lesson plansB Students who are ___________ to learning English study it every single day These students _________ their high grades and praise from the teacherC The ________ in Rm 118 has checked out He left the housekeepers a large tip for their excellent and fast __________D Irsquom never shopping at this grocery store again The ________ of their food is horribleE Oh no One of the ________________ for my wedding has cancelled
Reading 16 Hotel Guest
Checking Out a Guest CASE STUDY
33
A guest walked up to the front desk agent in an upscale hotel ready to check out As she would usually when checking out a guest the agent asked the guest what his room number was The guest was in a hurry and showed his anxiety by responding ldquoI stay in a hundred hotel rooms and you expect me to remember the room numberrdquo
The agent then asked for the guestrsquos name to which he responded ldquoMy name is Mr Johnsteinrdquo After asking him to repeat himself the agent began to look for the guestrsquos last name but the name was not listed in the computer Because the man had a heavy accent and the agent assumed that she had misunderstood him she politely asked the guest to spell his last name He answered ldquoWhat Are you an idiot The person who checked me into the hotel last night had no problem checking me inrdquo Again the agent looked on the computer to find the guest was not in the system
The guest becoming even more frustrated said ldquoI have a plane to catch and it is ridiculous that it has taken you this long to check me out I also need to fax these papers off but I need to have them photocopied first and the agent responded ldquoThere is a business center at the end of the counter that will fax and photocopy whatever you needrdquo The guest replied ldquoIf I wanted your opinion I would have asked you for it Havenrsquot you ever heard of customer service Isnrsquot this a five star hotel With your bad attitude you should be working in a three star hotel I canrsquot believe they let you work here at the front desk Havenrsquot you found my name yet
The agent who was beginning to get upset asked the guest again to spell out his full name The guest angrily replied ldquoHere are my papers I want faxed if you are capable of faxing themrdquo The agent reached to take the papers and the guest shouted ldquoDonrsquot grab them from my hand You have a bad attitude and if I had more time I would talk to someone about getting you removed from your position to a hotel where they donrsquot require such quality of customer servicerdquo
The agent was very upset but kept herself calm to prevent the guest from getting annoyedThe agent continued to provide service to the guest sending the faxes and making the photocopies he had requested Upon her return the agent again asked the guest to repeat his last name because he had failed to spell it out The guest replied by spelling out his name ldquoJ-o-h-n-s-t-o-n-erdquo The agent was finally able to find his name on the computer and checked him out while he continued to verbally attack her The agent finished by telling the guest to have a nice flight
Discussion Questions1 Should the front desk agent have called the manager over to finish the checkout Or should she deal with the rude customer herself2 Would you have handled the situation the same way If yes explain why If no what would you have done it differently
Prepare to share your ideas with the class
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 pg 159)
34
Reading 17 Trends in Visitor Attractions
Trends in Visitor Attractions
What changes have there been in the development of attractions over the years Think about the difference between attractions when your parents were your age and what they are like now
Take a look at the reading below and see if your predictions were correct
INSIDE TOURISM THE CHANGING FACE OF THE lsquoATTRACTIONS INDUSTRYrsquo
As the wishes and tastes of tourists and visitors change tourist attractions have to change as well In the last twenty or thirty years there have been some significant developmentsNatural attractions like sandy beaches and mountains cannot change very much but there have been developments in particular a concern to preserve the environment and to make any buildings fit into the natural context
Perhaps the greatest changes have been in man-made attractions like museums and historic sites which have been redesigned to make them more interesting and entertaining places to visit while still maintaining their role of teaching visitors about the past In many of them the aim is not just to display the past but to take visitors into the past in an interactive waySome have been converted into lsquoliving museumsrsquo where actors in costumes meet the public and play the roles of characters from the past In others history is made vivid and exciting through the use of realistic waxworks animatronic models sounds and even smells to conjure up a sense of the past
Traditional festivals by definition are unchanging but there has been a trend to increase the number of special events and festivals as cities realize that holding a music festival or an arts event is a good way of attracting tourists
Entertainment and leisure facilities are always having to reinvent themselves In the developed world the simple rectangular swimming pool for example is no longer enough-it has to be a water park with flumes chutes splash zones and wave machines
The tourist is always looking to discover new attractions (as if their happiness depends on it) and because of this the lsquoattractions industryrsquo has to keep on changing
Check your Understanding1 Why do tourist attractions have to change
35
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
floods in the wettest areas
This is the monsoon I traditionally a joyful and very important time for Indian agricultural workers It has been less happy for those who work in the tourist trade because the number of visitors in this season tends to drop by half For the last few years however there has been a movement to increase tourism both foreign and domestic during this normally slow time of the year The agreed-upon goal is to bring more tourists to selected parts of the country According to a report issued by an Indian industry group appropriate destinations for the monsoon season must remain accessible by road during the wettest months and have a countryside that looks its best during the rains
Tourist agencies in various states have responded to the challenge Goa the former Portuguese colony near Mumbai and Kerala in the extreme south have begun offering monsoon packages They say there are many reasons in addition to the reduced off-season prices to visit their states during this time of the year One is to see the lush green landscapes Goa has beautiful islands waterfalls lakes dams and wildlife sanctuaries that can be enjoyed during the monsoons says Elvis Gomes previous director of the tourism department in the state Other attractions are the many colorful festivals For example Sri Jagannath Yatra a festival held around the country at the beginning of the monsoon features a colorful procession A third is simply the joy of the season As one Kerala promoter says The splashing waters make the monsoon the favorite season in India You can feel the magic The washed streets and fresh leaves seem to smile with you
Resorts in the rain-soaked areas have added special facilities designed to attract monsoon visitors For example some have built water parks areas with a series of connected pools water slides and fountains which people can splash around in and open-air discos where people can dance when it pours Some hotels have also constructed private patios next to their guest rooms so that their guests can shower naturally in the rain
The idea of enjoying a rainy holiday seems strange to many but it has definite allure for Arab tourists from the dry Persian Gulf coast To these visitors rain is a very unusual event and a wet vacation sounds exotic and delightful Indian tour operators have taken notice and have started organizing special monsoon tours for Gulf visitors Many of these guests come with their families and like to stay at large resorts where they can spend time together at the water parks or just sitting around a pool Most visitors at the resort stay inside during wet weather but these guests appear to prefer to be outdoors even (or especially) when it rains As fathers and their children in bathing suits swim or play in the rain the ladies of the family fully clothed but without umbrellas sit and watch nearby All are soaking wet and having a great time As a recent visitor explained If we had wanted to be in air conditioning we could have just stayed in Kuwait
Monsoon - a season of heavy rainstorms especially in India and Southeast Asia Lush - with thick heavy growth
2
A The statements below are about the reading Choose the correct answer to complete each one 1 The writers point of view seems to indicate that he or she __ a works for the Indian government b doesnt believe the tourist trade can grow in the rainy season c wishes to describe the situation in a balanced way 2 The rainy season in India is __ months long
a three b four c five 3 The monsoon season is a traditionally happy one for Indian __
a tourists b agricultural workers c construction workers 4 During the rainy season tourism in India tends to __
a increase by 50 b drop by half c stay about the same 5 Compared to other times of the year visiting India in the rainy season is __
a less expensive b more expensive c equally expensive
B Decide whether the following statements about the reading are true (T) false (F) or if the information is not given (NG) If you check (v) false correct the statement to make it true
T F NG1 During the rainy season there are often floods in
the driest areas of India 2 India wants to increase tourism from foreign
countries and within India 3 One Indian festival involves throwing colored
powder 4 Some people dance and others take showers in
the rain S The Persian Gulf coast is a particularly wet area
C Critical Thinking Discuss these questions with a partner 1 Would you like to take a vacation in India during the rainy season 2 Why do Elvis Gomes and the Kerala promoter mentioned in the reading speak so highly of the rainy season in India 3 This article describes quite a few positive points of a rainy season vacation in India What might be some of the negative points
A For each group circle the word that does not belong The words in italics are vocabulary items from the reading
3
1 available obtainable accessible impossible2 repulsion interest allure attraction3 colony enemy outpost territory4 equipment fixtures foodstuffs facilities5 damp humid muggy brisk6 intensify modify strengthen build up7 off-peak slow period off-season offspring8 parade procession marchers party9 sanctuary invasion refuge preserve
B Complete the sentences using the words in italics from A Be sure to use the correct form of the word
1 I much prefer dry weather although ________weather is quite good for most plants 2 That island is a ___________for birds They can live there undisturbed by people 3 That top secret information is only ________to the president and his closest advisors
(Source Anderson N J Active Skills for Reading Book 3 Unit 1 pages 12-16)
Reading 2 Explore Niagara
Can you recognize these places Where are they
Discussion Questions1 How do these places combine hospitality and recreation2 Which would you prefer to visit Why3 What facts and opinions can you find in the Explore Niagara reading
Explore Niagarahellip
4
Niagara Falls in Ontario Canada is a destination unlike any other From the top of the Skylon Tower (775 feet up) to the base of the Horseshoe Falls (188 feet down) Niagara Falls is an awe-inspiring vacation destination
The Falls give off a round-the-clock roar a refreshing mist and a reminder of just how wondrous our natural world is From the marvel of gazing at the Falls from innumerable look-out points to adrenaline-fueled activities like whitewater jet boats there are many ways to experience them including many Niagara Falls attractions for all ages
There are many ways to get up close to the Falls put on the famous blue raincoat and jump aboard the Maid of the Mist go right up to the base of Niagara Falls walk behind them at Journey Behind the Falls or fly over them in a helicopter ride And thatrsquos just the beginning
Even at night the Falls are impressive The nightly illumination means you can enjoy them from anywhere you have a Falls view from your Niagara hotel restaurant cocktail lounge or observation deck Every Friday to Sunday during the summer months and on special occasions Falls Fireworks add a little extra colour to the display
If you want to explore the town Niagara Falls is a bustling destination full of activities for most everyone vineyards and world-class golf courses kid fun at Clifton Hill fine dining and casual eateries casinos and live Niagara entertainment spas and leisurely country drives to Niagara-on-the-Lake cycling adventures and hiking trails Visit Niagara and experience it forever
(Adapted from httpwwwniagarafallstourismcomexploreniagarahtml)
Follow-up ndash Watch ldquoBehind the Fallsrdquo and ldquoHelicopter RiderdquoIn groups Plan a 3-day trip to the Niagara Region
Reading 3 Avoiding Cultural Taboos
A How well do you know your own culture Write a rule for correct cultural behavior in each of the following areas dining _____________________________________________________introducing yourself in a business setting _________________________wearing certain colors of clothes ________________________________being punctual ______________________________________________ physical contact _____________________________________________ smoking ____________________________________________________
B Compare your answers with a partner Then discuss what happens when someone breaks each of the rules you wrote
5
A Under which subtitle would you expect to find the following topics Match the topics with the subtitles
1 kissing _____a Speech and gestures 2 covering your shoulders _____b Religious customs 3 pointing at someone _____c Sensitive topics 4 wrapping paper _____d Displaying affection 5 asking too many questions _____e Choosing gifts6 clocks and fans _____f Opening gifts
B Now scan the subtitled sections to see if you were correct
C Read the passage then answer the questions that follow
Avoiding Cultural Taboos
Thanks to the speed and convenience of modern travel destinations that used to take a long time to travel to can now be reached quickly and easily Even though jet flights make far-off locales seem close they may still be different from your home country in various important ways Therefore it is important to adapt your behavior so that you dont insult or offend the local people Here are some tips that will make communication easier and your trip more enjoyable
1 Speech and gestures Never raise your voice in order to make yourself understood If you do not know the word for something in the local language or cannot make yourself understood verbally try drawing a picture or pointing to an object Remember though that pointing directly at a person can be highly offensive in some cultures If you have to point something out do so by gesturing towards the object with the palm of your hand flat facing upward and your fingers outstretched Before you travel try learning some basic words or phrases of the local language Most useful are those that express gratitude and politeness such as words for please thank you and may I as well as basic greetings
2 Religious customs Consider the main religion of the country you plan to visit and read about any taboos related to clothing especially if you plan to visit places that are considered sacred As a precaution bring conservative clothes such as shirts or T-shirts that cover your shoulders and long trousers
3 Sensitive topics
6
Avoid topics of conversation that you think may be sensitive If a topic is sensitive in your own culture it will more than likely be the same in other cultures Feel free to show interest in the history and customs of the place you are visiting but dont ask too many questions about why things are done a certain way you may offend the local people
4 Displaying affection Keep in mind that in many cultures displaying affection in public is considered taboo Kissing on the street or in public places is unacceptable behavior and should be avoided If you are unsure of how to behave watch the local people and copy them-if they dont behave in a certain way you probably shouldnt either
5 Choosing gifts If you are traveling on business or plan to stay with a host family and you wish to take a gift do some research The idea of the perfect gift varies greatly from country to country and one of the easiest ways to offend somebody is to give the wrong gift In China it is taboo to give clocks and fans The Chinese word for fan has a similar sound to the word for separation while the sound for clock is similar to that of death In Japan gifts should never be given in sets of four as the sound of the word four in Japanese is similar to the sound of the word meaning death
6 Opening gifts The opening of gifts is also treated very differently around the world In many Western countries do not be surprised if your hosts immediately tear the wrapping paper from a gift in great excitement They will then tell you how wonderful the gift is even if they do not like it In most Asian countries it is considered impolite to open gifts in front of the gift-giver for fear of offending the person
Wherever you go in the world always be tolerant of the local customs Avoid being critical try instead to show respect for the values of the country you are in even if you do not necessarily agree with them
1 The author of the reading passage has most likely __ a traveled a lot b taught at a university c written several books
2 According to the reading which articles of clothing should YOIJ plan to travel with a a T-shirt and shorts b a jacket and hat c pants and a long-sleeved shirt
3 If a topic isnt appropriate to talk about in your country it probably __ okay to talk about in another country
a might be b should be c isnt 4 According to the reading __ is not appropriate behavior in many countries
a kissing in public b expressing gratitude c giving presents 5 According to the reading the best gift to give someone from China is __
a a fan b a clock c neither a nor b B The statements below are about the reading Complete each one using the correct word or
7
phrase 1 Itrsquos useful to learn words for please thank you may I as well as ________________2 When youre unsure about how to behave watch the ______________ 3 The Chinese word for clock and the Japanese word for four both have the
same sound as the word meaning _______________ 4 In Asian countries it is considered impolite to open gifts ______________the giver of the gift 5 While in another country if a local person cant understand something you are saying try _____________or pointing to the object
C Critical ThinkingDiscuss these questions with a partner 1 Which topic that the author covered do you think is the most important Why 2 What other topic could be included in this reading passage
VocabularyA Look at the list of words and phrases from the reading Match each with a definition on the right 1 far-off a place 2 locale b patient able to bear annoyance well 3 adapt c deserving of religious respect 4 gratitude d a feeling of liking or love 5 sacred e not modern cautious 6 conservative f thankfulness 7 affection g pointing out what is wrong 8 tolerant h change to be more suitable 9 critical i distant
B Compete the sentences below using the vocabulary from A Be sure to use the correct form of the word 1 When Jamie moved into her own apartment it took her a while to _________ to living alone 2 Claras father has some very _______________beliefs For example he thinks a woman shouldnt work after she gets married 3 After receiving a gift in the United States its common to send a thank-you card to express ones ________________ 4 That beach community has become a favorite ________________for retired people to live in 5 Jacks parents are too ___________of their sons bad behavior They let him do whatever he likes 6 Hiromi has a great deal of ______________for her grandfather and visits him at least once a week 7 Ive been to many neighboring countries but Ive never traveled to any really _____________ places 8 Kristin and Marcus disagree a lot and they are very _________of each others opinions 9 Churches mosques and temples are ____________places for religious activities
8
(Source Anderson N J Active Skills for Reading Book 3 Unit 1 pages 17-20)
Reading 4 Culture and Body Language
BODY LANGUAGEOrder the following elements of communication in terms of importance tounderstanding the messageWords _____Tone of Voice _____Facial and Body Expressions ______
You might be surprised by the answer
Much of the impact you create an interview is based on your body language and getting this right is essential The way you walk sit and act may influence your interviewerrsquos opinion of you as much as what you actually say
Here is a list of body language behaviour in North America Categorize them as either negative body language or positive body language
Staring at the floor Direct Eye Contact Strong Handshake Nodding Sweating Crossing your arms Pointing with your finger Playing with your clothesSmiling Standing or sitting very close to another personGood Posture Leaning closer to another person Fidgeting Looking at your watch
Positive Body Language Negative Body Language
(Adapted from Cambridge English for Job Hunting Cambridge University Press Colm Downes 2008 Pg 50)
What are some examples of positive and negative body language in China
Positive Body Language Negative Body Language
9
When we communicate with other people it is not only our words that contain the meaning An important part of that meaning comes from what is called non-verbal communication By this we mean facial expression gestures with hands arms legs the way we sit or stand the way we touch other people the distance we keep between ourselves and the people we are talking to our dress and our appearance All these say something to other people
Facial expressions and gestures are used by everyone often spontaneously even unconsciously Smiling for example is found in most cultures as a sign of happiness or pleasure Gestures such as pointing waving shaking or nodding the head are also widely used although the gestures themselves do not always mean the same in every culture I once asked a Portuguese student why bank officials in Lisbon seemed so unhappyndash sorry Lisbon bank clerks but its true ndash and he told me that if they smiled too much they would not seem serious about their work
Because many non-verbal messages are culture specific they can cause a lot of misunderstanding between people from different backgrounds Northern Europeans and Americans for example like to keep a certain personal space between themselves and others and feel uncomfortable if people come too close to them In these same cultures it is considered impolite to stare but Greeks it is said feel ignored if people do not stare at them in public Europeans usually change their facial expression to show happiness anger boredom sadness For this reason they call oriental people mysterious because they change facial expression much less
In styles of dress we also make important statements about ourselves Dress codes vary greatly from one culture to another and it is easy to make mistakes about peoples status if you dont know the cultural norm In Mediterranean cultures bank officials and similar employees wear short-sleeved open-neck shirts and no jackets This casual dress would not be acceptable in northern Europe where suits and ties are a sign of seriousness Ambitious women in western cultures wear classic clothes in plain colours to indicate their dedication to career
One of the main differences between verbal and non-verbal communication is that we are often not conscious of the expressions and gestures we use and so we are in danger of giving more information than we really want to or even of giving a conflicting message with our body language to the one expressed in our words
Check your Understanding
Choose the best answer1 Body Language is
a The way we dressb The expressions on our facec Non-verbal communication
2 When we do something lsquospontaneouslyrsquo (line 7) we do ita immediately
10
b after careful thoughtc reluctantly
3 lsquoStatusrsquo (line 24) meansa conditionb position in societyc age
4 lsquoClassic clothesrsquo (line 28) area fashionable wearb casual dressc sensible and traditional clothes
5 A lsquoconflicting messagersquo (line 32) gives peoplea useful informationb confusing informationc wrong information
Posture is the word used to describe the way we use our whole body We can stand straight and still we can sit back in a relaxed manner we can fold our arms cross our legs we can lie down we can jump about Each posture reflects our emotion and attitude
Match the description of a posture to an attitude or emotion
POSTURE EMOTION
Sitting and crossing your arms Keeping eye contact Raising your eyebrows Moving your shoulders up and down (shrugging)Sitting and tapping your fingers on the tableFidgeting with your clothes Leaning forward in your chair
InterestBoredomAngerSurpriseNervousnessDisinterestConfidence
In pairs discuss the following questions1 How could your body language cause problems in an interview2 How can you avoid these problems
(Adapted from httpwwweslteachersboardcomcgi-binlessonsindexplnoframesread=917And Cambridge English for Job Hunting Cambridge University Press Colm Downes 2008 Pg 50)
Reading 5 My Time on Coconut Island
11
Coconut Island
1 How would you describe the building in this picture
Modern Old Clean Dirty Pristine Run-down Simple Luxurious
Would you vacation at a location like this WhyWhy not If no what kind of accommodation would you prefer
2 Is this an example of formal (ex business letters and resumes) or informal (ex emails and magazines) writing List examples of why you think it is either formal or informal
3 What are some positive things the writer has to say about Seaview Resort and Coconut Island What are some negative things the writer has to say
My Time on Coconut Island I was told Coconut Island was developing fast I understood that this meant it was once a pristine island heading towards environmental destruction caused by uncontrolled tourist development Perhaps they meant it in a more positive light I wasnrsquot sure I went there to find outDriving down the east coast expressway you donrsquot see much The landscape is pretty flat most of the way with just a few trees and roadside shacks selling pineapples Oh and of course the usual construction workers widening and
12
improving the road However once you get to the end of the road and the ferry terminal you look across the sea and see a huge mountainous island rising up in front of you I felt excited and a little nervous
We crossed the water without any problems but left the ferry stuck behind trucks carrying construction materials ready to pour concrete all over this beautiful island Although we knew the sparkling white beach was just meters from the road we couldnrsquot see it for some time Not because of palm trees but because of all of the shops selling tourist merchandise and all the dust thrown up by the construction trucks Fortunately the tourist shops thinned out within 20 minutes and shortly afterwards we arrived at our destination Seaview Resort We werenrsquot disappointed We had been promised fine white sand and clear turquoise water and we got it Only problem was there was just a few feet of white sand and that was mostly covered in beach towels from other tourists who had got there before us Ah well not to worry We could explore up the beach for a quiet spot later We checked out the rooms and facilities and everything was just as you would expect from a mid-range hotel It also had quite a nice little restaurant right on the beach and therefore great for a cold beer and our first sunset It was perfect
The following morning after cold bacon and eggs for breakfast it seemed that the same people from yesterday were hogging the sun beds and beach space again so we decided to walk down the beach and explore a little further In actual fact I was pleasantly surprised I was expecting the whole beach to be lined with resorts packed side-by-side but actually on this beach there was still plenty of space for developers The closest buildings to us were a couple of beachside family-run cheap-and-cheerful restaurants with bamboo chairs and tables At 300 meters away they were also just too far away for most of the package tourists And this was generally where we spent most of our days An added bonus was that at the shack- White Sands to give it its official name (the name was on a piece of driftwood tacked to a nearby palm tree) the food was far far better than the resortrsquos Whereas the resort chef had removed any local flavour from the food the White Sands staff had managed to keep their food authentic
So most of our days were spent relaxing by the sea but one day we went for a cruise around the island While we were travelling we could see all of the development on Coconut Island There were plenty more resorts being built and the green forests of palm trees became bare hills of tourist development However on the cruise we had a chance to snorkel and swim After a couple of hours in the sun we returned home to rest
Before too long our trip on Coconut Island was over Overall I was pleasantly surprised Okay itrsquos getting developed but you can still find pristine and peaceful beaches by spending a little bit more effort to get there In general most of the development is on the beach and so the interior is still beautiful Itrsquoll take another few years yet to spoil it so my advice is to enjoy it while you can
13
Working with the other students in your group think of some ideas why development would be a positive thing for the island and why it would be a negative thing for the island
REASONS FOR DEVELOPMENT REASONS AGAINST DEVELOPMENT
Your turn Choose 6 of the bolded words and use them to describe a place that you have traveled to When you are finished share your work with your group___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
(Adapted from wwwonestopenglishcom)
14
Reading 6 Banff National Park - One
BANFF NATIONAL PARK
Match the following words with their closest synonym or synonym phrase (words with the same meaning)
Preserve Exhilarating Glaciers Mammals Heritage Rugged Turquoise Getaway Vast Marvel
VacationSlow moving iceGreen-Blue colourRoughValuedKeep the sameExcitingWarm blooded animalFeel wonder and aweLarge
What kinds of activities and services are provided at national parksCircle the services you think apply
Laundry Restaurants City Tours Swimming Business Meeting Rooms Skiing Accommodations Room Service Fishing Hiking Concerts Housekeeping
Banff National Park- Reading One
Banff National Park (established 1885 6641 sq km) is Canadarsquos first and most heavily visited national park Its eastern gate is located 111 km west of Calgary in the Rocky Mountains Originally set aside to preserve the hot springs for public use Banffrsquos blend of towering peaks and flower-strewn meadows makes it among Canadarsquos most exhilarating holiday areas
The largest cave system in Canada extends for 23km below the Columbia ice fields The glaciers still clinging to upper mountain slopes have helped shape the parkrsquos landscape creating numerous lakes waterfalls and broad U-shaped valleys Forests of pine spruce and alpine fir soften the sides of the mountains and are home to many large mammals including moose elk black bear and the grizzly bear-the parkrsquos most formidable resident Bighorn sheep mule deer and other wildlife can often be seen alongside park roads In contrast the small population of cougar and wolf are rarely seen
Campgrounds resorts alpine and cross-country skiing and 1100km of hiking trails are found outside the Banff town site Over 45 million visitors come to the park each year
(Adapted from httpwwwthecanadianencyclopediacomindexcfmPgNm=TCEampParams=A1ARTA0000494)
15
Comprehension Questions1 Why was Banff National Park created2 What have the glaciers created in Banff National Park3 How many kinds of trees are there in the park What are their names4 What large mammals will you regularly see in the park
Banff National Park- Reading Two
Adventure is calling you to Banff Lake Louise and Banff National Park As a UNESCO World Heritage Site Banff offers rugged beauty unspoiled landscapes and pristine mountain ranges Experience an unrivaled alpine escape at ldquoThe Worldrsquos Finest National Parkrdquo You can also drink in naturersquos wonder at Lake Louise ndash one of the Canadian Rockiesrsquo most beloved destinations with turquoise waters sparkling underneath the towering Victoria Glacier
During your getaway you are sure to love our comfortable accommodations cool restaurants and stores fun activities colorful festivals and unique sights Big impressive mountains metres of dry light powder snow - that is skiing and snowboarding in Banff National Park Banff Lake Louise skiing offers vast terrain with hundreds of kilometres of marked trails from beginner to expert
Banff summer adventures bring you face to face with nature Marvel at majestic wild animals inspiring wild spaces jagged mountain peaks and thickly forested alpine valleys Enjoy abundant Banff Lake Louise summer activities Explore scenic driving routes Take a casual stroll through wildflowers in an alpine meadow or test your extreme limits climbing to the roof of the Rocky Mountains Backpack across rock ridges formed by undersea oceans over 45 million years ago Tee off at a five-star golf course Throw a fish hook in the water walk on a glacier or canoe on Lake Louisersquos turquoise water Finally you could also take a guided trip outside the park for whitewater rafting and ATV fun
(Adapted from httpwwwbanfflakelouisecom)
Comprehension Questions1 What is one of the Rockiersquos most beloved destinations2 What kinds of activities does this reading say you can do at Banff in the summer3 What do you think sounds more interesting-the winter or summer activities Why
Discussion Questions1 What is the difference between reading one and reading two about Banff National Park2 Which one makes you want to visit Banff National Park more Why List some words
that make you interested in traveling there3 Where would we find a reading like reading one4 Where would we find a reading like reading two
16
List some facts and opinions from Reading One and Reading Two
Reading One Reading Two
Facts
Opinions
Reading 7 Cultural Tourism
Welcome to Rural Vietnam
Welcome to a corner of Asia where you willfind a lifestyle that goes back for centuriesFishing on the Mekong Delta farming in Central Vietnam or crafts in Bac Ninh Provincemdashwhatever your own interest we are sure you will find something to delight you in rural Vietnam
Vinh Long ProvinceLocated between the Tien and Hau rivers the fertile lands of Vinh Long nourish thousands of fruit orchards while the countless small islands provide ideal conditions for ecotourism and observing wildlife In addition you will be able to observe the centuriesmdashold activities of Southern Vietnam such as processing rice paper and traditional Vietnamese cooking Especially interesting in Vinh Long is the opportunity to stay overnight in local residentsrsquo homes There is a small but growing number of private homes that offer home stays At the moment they provide accommodation and entertainment for up to 150 tourists per night
Quang Nam ProvinceFor visitors who want to be really active in their holidays we recommend a visit to one of thevegetable farming villages near the town ofHoi An in the central province of Quang NamHere for a day you can toil shoulder to shoulder with a Vietnamese farmer Hosts and guestswork the land planting rice or collecting vegetables that they sell in the local marketsFor lunch you can get to eat colocynth (similar to a bitter apple) and tom huu which is atraditional dish made of vegetables
Bac Ninh ProvinceThe homeland of Quan Ho art has many traditional trade villages In Xuan Lai village you can find excellent bamboo products especially from black bamboo while Phu Lang is famous for its pottery Thousands of ancient pots have been found here and even today there are
17
about 300 families in the village doing pottery work
Tho Ha is famous for pottery but nowadays it has also started to produce wine Another village that is well known for traditional wines is Van on the bank of the Cau River The villagers here are happy to let visitors photograph their wine being made and to try it or to buy it but the brewing process itself is a secret
Finally Da Hoi is a must This 400 year old trade village is famous for its traditional silk cloth and women there still raise silkworms and weave fabulous fabrics that they sell
Check your Understanding1 What can you do in Quang Nam Province if you are feeling active2 What kind of cultural products can we find in traditional Vietnamese trade villages3 Where can up to 150 tourists per night stay in Vinh Long Province4 Which province would you want to visit most Why
Match the vocabulary word from the reading with its closest definition on the rightDelight WorkNourish Skilled workToil CaterpillarTrade Provide forSilkworms Please
Think about all of the places that you would like to experience culturally Where would you go What would you see and do Discuss your answers with a partnerReport your answers back to the class
(Adapted from Tourism 2 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2009 Pg 48-49)
Reading 8 Tourists in a Fragile Land
ECOTOURISM
VOCABULARY IN CONTEXTGuess what the underlined word means in each numbered sentenceCircle T or F for the statement that follows
1 The desert landscape is very flatT F ldquoLandscaperdquo means the way the land looks
2 We must preserve the rain forest because it is the home of many birds that cannot live anywhere else
T F It would be good to cut down the rain forest now so we can use the wood
18
3 The ozone hole may be dangerous to people who live on the earth It is a hole in the ozone layer
T F The ozone layer is made of gases that protect the earth from the bad effects of the sun
4 Some scientists believe that global warming will cause the ice of Antarctica to meltT F The earth will become too hot
5 That island is inhabited only by birdsT F All kinds of animals live there
6 The highest mountain in the world is Mount Everest I donrsquot know how some people can go there because it is such a harsh place
T F Itrsquos really comfortable
7 Next summer I am going to travel to a very remote part of Asia It will take a long time to get there but I want to go to a place where few visitors have gone
T F This is a place thatrsquos easy to get to from the big city
8 His wife said ldquoThink about the consequences if you lose your jobrdquoT F She might want her husband to think about not having any money to pay
the bills for the family
9 The coastal cities of a country are often popular vacation spots because people like to be near the ocean
T F These places are often in the centre of the country
10 The oceans of the world are vast places of waterT F The oceans are smaller than other places of water
11 The ice on the pond was so fragile that the children couldnrsquot ice skateT F The ice could break easily
Making Predictions Tourists in a Fragile LandYou are going to read an opinion essay about tourism in Antarctica The essay was written by a scientist who works there What do you think his opinion will be Choose one
a Tourists should not visit the Antarctica because they may cause problemsb Tourists should visit Antarctica because there is so much for them to learnc Tourists to Antarctica should pay a special tax to help scientists with their work there
19
Tourists in a Fragile Land
As a scientist working in Antarctica I spend most of my time in the laboratory studying ice I am trying to find out the age of Antarctic ice All we know for certain is that it is the oldest ice in the world The more we understand it the more we will understand the changing weather of the Earth Today I had to leave my work to greet a group of tourists who were taking a vacation in this continent of ice And although I can appreciate their desire to experience this beautiful landscape I feel Antarctica should be closed to tourists
Antarctica is a place of important scientific research and it must be kept only for this purpose Many scientists are using Antarctica to study the effects of the ozone hole that was discovered above Antarctica in 1984 They are also trying to understand global warming If the earthrsquos temperature continues to rise the health and safety of every living thing on the planet will be affected Also biologists and botanists study the animals and plants that live on the frozen land trying to understand how life can live in such a harsh environment
When tourists come here they can hurt the environment and interrupt our research Many scientists complain that tourists leave garbage on beaches and disturb the plants and animals In a place like Antarctica it can take 100 years for a plant to grow back after it was picked andtourists taking pictures of baby penguins from cruise ships caused an oil spill that killed many penguins and destroyed a 5 year research project
There is no government here and it is owned by no one Who will protect it Who is responsible for it The scientists are trying but the tour companies making money by sending tourists south are not If we donrsquot protect Antarctica now there may be serious consequences for everyone The ice here holds 70 of the worldrsquos fresh water If the ice melts it will cause devastating floods The ice also acts as a natural air conditioner for our planet Clearly Antarctica should remain a place for careful and controlled scientific research The only way to protect this fragile and important part of the planet is to stop tourists from travelling to Antarctica
Tourists in a Fragile Land1 Look at your prediction you chose about Tourists in a Fragile Land Was your prediction correct
2 Number the following main ideas in the order they appear in the reading
_______ Antarctica has no government_______ The entire world may be affected by problems in Antarctica_______ Many different scientists learn new things by studying Antarctica
20
3 Complete the following outline of the reading with details to support the pointsa Scientists learn new things in Antarctica because it is different from other places How is it different
i ______________ ice in the worldii Itrsquos plants and animals live in a very _____________ environment
b Problems in Antarctica may affect the worldi There is a large ________________ above Antarcticaii It has ____________ of the worldrsquos fresh wateriii The ice acts as a natural _________________ for the earth keeping it cool
4 The following statements are false Rewrite the false statements to make them truea The oil spill caused by a cruise ship killed many scientistsb The writer of the essay knows the age of Antarctic icec Biologists and Botanists study the scientists that live on Antarctica
Reading 9 Travel Journal A Tourists Experience
Travel Journal ndash A Touristrsquos ExperienceChile South America February 16The sunlight was shining so brightly as our plane flew over the snow covered Andes mountains which seem to go on forever
Island of Cape Horn February 16We spent the morning at a small church named Star of the Sea This is a quiet place where visitors are invited to remember all of the international sailors who died here They were all trying to sail around the southern part of South America and many of them lost their lives at sea
Drake Passage-aboard the tour ship Explorer February 19We were welcomed today by the captain and crew They gave us warm Antarctic jackets and introduced themselves to us Sea birds followed the ship closely sailing in the cold wind As we headed south we saw a pink ship in the distance Our captain explained that it was not a ship but an iceberg-the first one of our trip The more I saw the more I wanted to learn about this unique and beautiful place
Deception Island Antarctica February 21We landed on Bailey Head where thousands and thousands of penguins greeted us The crew gave us rules to follow to protect the environment We were told to bring all of the trash that we could find on the ice back to the boat because a scientist on the ship is studying how much garbage is created by tourists in Antarctica each year We were also told not to disturb or feed the penguins because it is harmful for them
21
Paradise Bay Antarctica February 25Today we reached the mainland of the continent Our guide helped us walk through snow to the peak of an iceberg 500 feet above the sea We heard the noisy sound of penguins and later we explored the mountains of ice in motorized rafts It was incredible I always thought ice was white but here in Antarctica it is blue because it absorbs all of the colours of the rainbow except blue All around us are mountains of ice that no one has ever explored It amazed me to think that no human has ever walked on these It is so beautiful We need to help protect this special environment When I get home it will be hard for me to explain what my trip was like but I will try
A Travel Journal
1 What kind of person do you think this tourist is2 Do you think she did anything that was dangerous to Antarctica Explain3 Which part of her trip did she enjoy the most Which part would you enjoy the most4 What did people do on this trip to protect Antarctica and keep it clean5 The chart below compares the views of the scientist with the views of the tourist Look back at Tourists in a Fragile Land and A Travel Journal and fill in the missing information
OPINIONS OF THE SCIENTIST OPINIONS OF THE TOURIST
1 The Antarctic environment must be preserved for research
1 As tourists learn about Antarctica and return home to tell their friends and family about its importance they may want to help preserve the environment of Antarctica
2 2 Tourists can help scientists with their experiments (collecting garbage for research)
3 Tourists donrsquot care aboutAntarctica
3
6 Which opinion do you agree with more-the scientists or the tourists Are there certain places in the world tourists shouldnrsquot be allowed to travel
(Adapted from Northstar Reading and Writing Intermediate 2nd ed Unit 6)
22
Reading 10 GAP Adventures
CORPORATE PROFILE GAP ADVENTURES
If you are tired of the one-week-in-the-Florida-sun vacation and want to do something exciting and off the beaten path then GAP Adventures is the perfect company to turn to They provide more than 600 different itineraries in more than 100 countries and have during the last yearsgiven more than 20 000 travelers the adventure of their lifetime This year approximately 15 million more people are expected to visit their web site some of them to change their lives forever
Their philosophy ldquoThe Freedom of Independent Travel with the Security of a Grouprdquo has been practiced since the start They respect their travelers as individuals and there is no requirement to be athletic to go on one of their trips The only thing needed is to have the spirit of adventure and the desire to experience a world totally different from what you areaccustomed to
Also the concept of responsible tourism is very important to GAP Adventures and they come and go and interact with the local populations leaving behind them only footprints Their commitment is to support local people and communities and to protect the environment they travel in To that end GAP Adventures developed Planeterra-the GAP Adventures Foundation that gives back to the people and communities their passengers visit on their trips
They hire people in different departments like Operations Product Sales and Marketing employing more than 300 staff worldwide Maybe the most obvious choice for you is the position as a GAP Tour Leader In this position you make peoplersquos holiday dreams come true and make sure all passengers have an enjoyable time
The local hostel where you spend the night is your home and your office is your backpack On your way to work you might have to hike the Inca Trail or canoe down the Amazon River This is the perfect job for you if you are passionate about different cultures travel and care about sustainable tourism
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 73)
GAP Adventures1 Match the following words from the reading on the left to words on the right that are closest in meaningAccustomed Spirit of adventureItineraries Philosophy Desire
uncommon placecourageresponsibleguiding beliefinterest
23
Off the beaten path Sustainable
familiar witha planned route
2 How is GAP different from other holiday tour operators3 What does ldquoleaving behind them only footprintsrdquo mean4 What is Planterra5 True or Falsea The GAP philosophy is ldquoThe Freedom of Independent Travel Without the Security of a Grouprdquob GAP Tour Leader is the perfect job for you if you like to be alone and sleep on the beach all dayc GAP Adventures has traveled with more than 20 000 travelersd Travelers must be athletic to travel with GAP
Reading 11 A Day in the Life of Richard Spacey
A DAY IN THE LIFE OF RICHARD SPACEYCruise Director Royal Caribbean International
Voyager of the Seas one of the largest and most innovative cruise ships ever built has a total guest capacity of 3700 with 1200 crew members Voyager of the Seas is a revolution in the cruising industry A floating city she features the worldrsquos first floating ice skating rink a rock climbing wall an inline skating track and the largest and most advanced theatre on the seas There is a four-story Royal Promenade shopping and entertainment area the entire length of the shop that acts as the main area for the ships activities and entertainment Cruise director Richard Spacey was very important in organizing the entertainment and activities program aboard with a support staff of 130 people What follows is an account of a day in the life of the cruise director of one of the largest cruise ships in the world
MONDAYmdashFIRST DAY AT SEA
730-830 am- Yesterday 3650 guests came aboard the ship in Miami and we headed for our first port of call Labadee our own private island on the coast of Hispaniola Before most of our guests arrive I plan and submit our daily activities schedule for the whole voyage to our hotel director Three couples were married in the wedding chapel yesterday and they are included in the 108 couples that have chosen to spend their honeymoon with us I have organized a special party later in the week to celebrate this happy occasion The youth activities manager reports that there are more than 600 children aboard ranging in age from 3 to 17 We offer a special deck and pool areaarcade for children in addition to our extensive youth facilities which include a teen dance hall
24
I oversee the cruise management team consisting of youth activities international guests shore excursions and business group functions including seminars group meetings presentations and cocktail parties
845-930am- Hotel directorrsquos meeting All of the division heads in the Hotel Department meet to discuss the daily operation of this floating hotel Todayrsquos agenda includes a monthly safety meeting Each division head presents his or her monthly report on safety and environmental protection Hospitality and the safety of our guests and crew are our top priorities
945-1030am- The start of my public duties I give a daily announcement and an explanation of all the activities and entertainment happening on the ship I start my morning walk around Time to start the first session of Jackpot BINGO for the week I walk by two acrobats performing for our guests on deck to entertain them They play different characters through the cruise and add quite a lot to the guest experience
The ice rink is busy with guests skating at our first All Skate session There are several sessions throughout the day The ice skating cast of performers are responsible for running the session as well as skating in our Ice Show
1100-1200noon-Time to change out of my day uniform into a business suit and put on stage makeup for the taping of our onboard talk show called ldquoVoyager Liverdquo I am one of the main sources for revenue making on board The television show is great on a small floating city 37 channels offer safety information music shopping tips CNBC CNN ESPN and free movies in several languages
Noon - Lunch with the staff in the Officers and Staff Dining Room
100-230pm -Change out of my business suit into shorts and a t-shirt to introduce the Belly Flop Competition at 130 at the pool Always a ldquobigrdquo event among our guests Quite a few laughs This is followed by cruise style horse racing We pick six people who move six wooden horses by a roll of the dice The betting is fierce as all of the guests cheer their favourite horses on Everyone loves the horse racing I am the track announcer for three horse races
I stop by the Sports Court to check out the action The sports court is full of families enjoying our Family Hour activities with the youth staff We offer a nine hole mini golf course golf driving simulator full court basketballvolleyball inline skating table tennis and a rock climbing wall that rises up 200 feet
300-830pm -First a POWER NAP The day will not end until about 1230am Being available all of the time is very exhausting The nap will help me stay up late
After I go back to the office to catch up on email and help organize the office It is also time to work on budgets and revenue predictions for next year
25
At dinner hour I got to the main deck to speak with the guests at the Welcome Aboard reception The captain gives his welcome speech and then we send them off to their dinner or the show at 830
At 830 I meet in the Champagne Bar with the hotel director before dinner Tonight we will entertain guests who are on their 50th cruise and also a company who is thinking of booking 700 guests on a future cruise with us
900-1230am -I introduce the entertainment for the night in our main theatre for the guests After dinner and dessert I introduce the same show for the second seating and watch the show for quality control After the show finishes I do a final walk around the lounges on the ship with my assistant We have live music playing everywhere and karaoke has just finished in one of the main lounges The dance hall is full because of singlesrsquo night tonight and there are a few couples enjoying music in the Jazz club
A long full day Time for bed because I have to be on the deck at 800 am to welcome our guests to our first destination Labadee
Discussion Questions
PART A (730-945am)1 What does Richard do before most of the guests arrive2 How many guests are on the Voyager of the Seas How many of those are children3 What departments does Richard Spacey oversee as Cruise Director4 What is the agenda at the Hotel Directorrsquos meeting
PART B (945-100pm)1 What kind of announcement does Richard make at 9452 Who does he meet performing on the deck and what are they doing3 What two activities has Richard organized to start during this time4 Why does Richard have to change into a business suit at 11
PART C (100-830pm)1 Why does Richard change out of his business suit and into a pair of shorts2 What two events are very popular among the cruise ship guests3 What services do they offer at the Sports Court
PART D (830pm-1230am)1 Why does Richard take a nap during the middle of his business day2 Who does Richard have dinner with at 830 Why are they special3 What events has Richard organized to occur at night for the guests
26
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 53-54)
Follow up ndash Watch Royal Caribbean movie Royal Reunion directed by James Brolin Find on youtube New Royal Caribbean Movie Royal Reunion -- The Short Film Directed by amp Starring James Brolin or on Royal Caribbean website wwwroyalcaribbeancom
Reading 12 Focus on Recreation Hospitality and Recreation Inextricably Intertwined
FOCUS ON RECREATION Hospitality and Recreation Inextricably Intertwined
By Bart Bartlett PhD Professor Penn State Universityrsquos School of Hospitality Management
Americans have more leisure time than ever before and as leisure time has grown leisure activities have evolved and grown as well As a result there are many opportunities for recreation and for careers in recreation management This includes positions in commercial recreation (resorts themed resorts the ski industry) in non commercial recreation (national parks) and in golf clubs and sports venues
In many situations recreation and hospitality go hand in hand When a ski trip combines recreation on the slopes with food and beverage services in the hotel or when a hotel guest uses the hotelrsquos business services and the spa recreation and hospitality are both involved When a convention centre hotel provides rooms food and beverage coordinates meetings and also organizes group activities during the conference hospitality and recreation begin to merge
Resorts and resort hotels are an example of the combination of hospitality and recreation A mega-resort such as Walt Disney World Resort provides a clear example of this point On a Disney vacation a family may enjoy lodging and food and beverage services provided by hotel staff and management trained in hospitality go into the park itself to enjoy attractions and shows arranged and managed by a recreation specialist take a break to enjoy foodservice provided by a hospitality provider and at the end of the day enjoy dinner provided by the hospitality staff and entertainment or dancing arranged by a recreation professional
From this example alone it is clear that the commonalities in settings services and focus on guest satisfaction indicate that hospitality and recreation do indeed work together closely
VOCABULARY
27
Look at the words below With a partner try to think of the definitions of the words below by looking at the words in context from the readings Write down the definitions and compare with another set of partners
EVOLVEDOPPORTUNITIESCOMMERCIALVENUESGO HAND IN HANDCOORDINATESMERGEMEGACOMMONALITIES
Check your Understanding1 What are some areas where you can work in recreation management2 List 3 examples where hospitality and recreation ldquogo hand in handrdquo3 Think of some other places like Walt Disney World where hospitality and recreation work closely together Explain how the two work together
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 374)
Reading 13 Beverage Industry
Java Coffee House CASE STUDY
Michelle Wong is manager of the Java Coffee House at a busy location on Union Street in San Francisco USA Michelle says that there are several challenges in operating a busy coffeehouse such as training staff to handle unusual circumstances For example one guest consumed a cup of coffee and ate two-
thirds (23) of a piece of cake and then said he didnrsquot like the cake so didnrsquot want to pay for his order
Another problem is suppliers who quote good prices to get her business and then two weeks later raise the price of some of the items Michelle says that the young employees she has at the Java Coffee House are her greatest challenge of all According to Michelle there are four kinds of employeesmdashlazy good but not responsible those who steal and great ones who are no trouble
Discussion Questions
28
1 What are some suggestions for training staff to handle unusual circumstances like the one in the case study
2 How do you ensure that suppliers are delivering the product atthe price promised
3 What do you do with lazy employees
4 What do you do with irresponsible employees
5 How do you deal with employees who steal
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 340)
Reading 14 Corporate Profile Starwoods Hotels
Corporate Profile Starwood Hotels
Starwood is one of the worldrsquos largest hotel and leisure companies Its brand names include St Regis the Luxury Collection Sheraton Westin W and Four Points by Sheraton Through these brands Starwood is well represented in most major markets around the world
Operations are grouped into two business segments hotels and vacation ownership operations Revenues and earnings come primarily from hotel operations which include the operation of owned hotels management and other fees earned from hotels managed through contracts and the collection of franchise fees
Second Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80countries and is made up of 140 hotels
29
Next Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts There are 19 vacation ownership resorts in the United States and the Bahamas
Fourth Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition The luxury brands continue to find new customers while maintaining loyalty among the worldrsquos most active travelers The strength of the Starwood brand is proven by superior ratings received from hotel guests and industry magazines The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list
Fifth Starwood has sophisticated and diverse hotel properties throughout the world including the St Regis in New York City the Phoenician in Scottsdale Arizona the Hotel Gritti Palace in Venice Italy the St Regis in Beijing Chinarsquo and the Westin Palace in Madrid Spain These are among the leading hotels in the industry and they provide the highest quality and service
Finally Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises Starwood plans to meet these goals by taking advantageof its large customer base and reach in the industry to reduce costs The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals more challenging
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 566)
Match the sentence parts to make correct definitions1 Starwoodrsquos strong brand a comes primarily from hotels2 Revenue at Starwood b is proven by high ratings from guests and industry
magazines3 Luxury and upscale hotels c help to increase Starwoodrsquos global presence totaling 733
hotels4 Franchised hotels d continue to visit Starwood hotels because of the high
quality and service5 Loyal Travellers e represent the majority of Starwoodrsquos hotel properties
Look at the statements below Put lsquoMrsquo next to the statement that is the MAIN IDEA Put lsquoSrsquo next to the statement that is a SUPPORTING IDEA or DETAILParagraph 1a Starwood is one of the worldrsquos largest hotel and leisure companies _______b Operations are grouped into two business segments hotels and vacation ownership operations ______
Paragraph 2
30
a Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80 countries and is made up of 140 hotels ______b Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry ______
Paragraph 3a There are 19 vacation ownership resorts in the United States and the Bahamas _______b Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts ______
Paragraph 4a Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition _______b The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list ______
Paragraph 5a These are among the leading hotels in the industry and they provide the highest quality and service ______b Starwood has sophisticated and diverse hotel properties throughout the world _____
Paragraph 6a Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises ______b The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals morechallenging ______
Match each word from the reading with a definition Write the letter of the definition next to the word1 Brand a worldly cultured and refined2 Revenue b a part of the whole3 Segment c different in design and services4 Loyalty d a product or image created by a company5 Sophisticated e make good use of something for personal benefit6 Upscale f above average in quality of high rank7 Diverse g permission given by one company to another to sell its products
and services8 To take advantage of h income9 Franchise i expensive and wealthy sector of the market10 Superior j support and confidence in a person or company
31
Complete each sentence below using one of the words from above Be sure to use the correct form of the word Not all words will be used1 The company decided to hire Nicholas over all the other applicants because he had __________ skills and experience2 Companies reward customers for their __________3 John spoke with the manager at his local McDonalds to see how he could open up his own ____________4 Elena has travelled all over the world and she can speak 4 different languages She is so ______________
Reading 15 Hospitality is Offering a Cup of Kindness
FOCUS ON SERVICEHospitality is Offering a Cup of Kindness
William B Martin Cal TechmdashMonterey Bay
Customer service is the primary focus of hospitality It is what hospitality is all aboutmdashwhat we do If you are interested in a hospitality career it is important to understand and learn as much as possible about customer service and particularly how to be successful at it Your success will come from a complete understanding of hospitality
Letrsquos begin by exploring why we provide hospitality Why are hospitality businesses in business What is the primary purpose of a foodservice operation A lodging travel or tourism related business Is it just for money Many of you might answer lsquoyesrsquo to this question But as you will see hospitality is much more than just about money Money is important but it is not the primary purpose of hospitality
Our job is to enhance the lives of those people (guests customers passengers etc) to whom we are dedicated to serve Yes it is that simple Our job is to make the lives of others better in a small way or big way it makes no difference Whatever it is we are out to make peoplersquos lives on this planet a little bit better or maybe even a lot better This is our purpose It is where we find meaning We enhance their lives through service and begin by understanding what it is they need The problem is that all of our guests come with many needs Some we can meet some we canrsquot If you can work toward helping them satisfy these needs you can go a long way toward making their lives better through kindness Quality customer service demands that service providers understand what it is that you want Kindness after all comes through understanding Kindness is demonstrated by making everyone feel welcome
Quality customer service also requires that we make all our guests feel so comfortable that they donrsquot need to worry because they are in good hands Whether they deserve it or not they should be made to feel important Why Because we all have a need to feel important This is our job
32
We need to stay focused on the primary purposes of hospitality We need to understand the power of kindness and the importance of satisfying the basic needs of our guests Hospitality and customer service success are found in our ability to enhance the lives of others through how we treat themmdashwith a little cup of kindness
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 17)
FOCUS ON SERVICECHECK YOUR UNDERSTANDING
1 What is the main idea of this reading passage What detail does the author use to support this point
2 According to the article which of these statements would a successful hospitality employee agree withA I always focus on making money when I am workingB I enjoy making the guest feel comfortable and importantC Only the employees who speak with guests need to focus on customer service and kindness
3 Use the vocabulary from the crossword to complete the sentences below Be sure to use the correct form of the wordA Most English teachers try to think about the language___________ of their students when they design their lesson plansB Students who are ___________ to learning English study it every single day These students _________ their high grades and praise from the teacherC The ________ in Rm 118 has checked out He left the housekeepers a large tip for their excellent and fast __________D Irsquom never shopping at this grocery store again The ________ of their food is horribleE Oh no One of the ________________ for my wedding has cancelled
Reading 16 Hotel Guest
Checking Out a Guest CASE STUDY
33
A guest walked up to the front desk agent in an upscale hotel ready to check out As she would usually when checking out a guest the agent asked the guest what his room number was The guest was in a hurry and showed his anxiety by responding ldquoI stay in a hundred hotel rooms and you expect me to remember the room numberrdquo
The agent then asked for the guestrsquos name to which he responded ldquoMy name is Mr Johnsteinrdquo After asking him to repeat himself the agent began to look for the guestrsquos last name but the name was not listed in the computer Because the man had a heavy accent and the agent assumed that she had misunderstood him she politely asked the guest to spell his last name He answered ldquoWhat Are you an idiot The person who checked me into the hotel last night had no problem checking me inrdquo Again the agent looked on the computer to find the guest was not in the system
The guest becoming even more frustrated said ldquoI have a plane to catch and it is ridiculous that it has taken you this long to check me out I also need to fax these papers off but I need to have them photocopied first and the agent responded ldquoThere is a business center at the end of the counter that will fax and photocopy whatever you needrdquo The guest replied ldquoIf I wanted your opinion I would have asked you for it Havenrsquot you ever heard of customer service Isnrsquot this a five star hotel With your bad attitude you should be working in a three star hotel I canrsquot believe they let you work here at the front desk Havenrsquot you found my name yet
The agent who was beginning to get upset asked the guest again to spell out his full name The guest angrily replied ldquoHere are my papers I want faxed if you are capable of faxing themrdquo The agent reached to take the papers and the guest shouted ldquoDonrsquot grab them from my hand You have a bad attitude and if I had more time I would talk to someone about getting you removed from your position to a hotel where they donrsquot require such quality of customer servicerdquo
The agent was very upset but kept herself calm to prevent the guest from getting annoyedThe agent continued to provide service to the guest sending the faxes and making the photocopies he had requested Upon her return the agent again asked the guest to repeat his last name because he had failed to spell it out The guest replied by spelling out his name ldquoJ-o-h-n-s-t-o-n-erdquo The agent was finally able to find his name on the computer and checked him out while he continued to verbally attack her The agent finished by telling the guest to have a nice flight
Discussion Questions1 Should the front desk agent have called the manager over to finish the checkout Or should she deal with the rude customer herself2 Would you have handled the situation the same way If yes explain why If no what would you have done it differently
Prepare to share your ideas with the class
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 pg 159)
34
Reading 17 Trends in Visitor Attractions
Trends in Visitor Attractions
What changes have there been in the development of attractions over the years Think about the difference between attractions when your parents were your age and what they are like now
Take a look at the reading below and see if your predictions were correct
INSIDE TOURISM THE CHANGING FACE OF THE lsquoATTRACTIONS INDUSTRYrsquo
As the wishes and tastes of tourists and visitors change tourist attractions have to change as well In the last twenty or thirty years there have been some significant developmentsNatural attractions like sandy beaches and mountains cannot change very much but there have been developments in particular a concern to preserve the environment and to make any buildings fit into the natural context
Perhaps the greatest changes have been in man-made attractions like museums and historic sites which have been redesigned to make them more interesting and entertaining places to visit while still maintaining their role of teaching visitors about the past In many of them the aim is not just to display the past but to take visitors into the past in an interactive waySome have been converted into lsquoliving museumsrsquo where actors in costumes meet the public and play the roles of characters from the past In others history is made vivid and exciting through the use of realistic waxworks animatronic models sounds and even smells to conjure up a sense of the past
Traditional festivals by definition are unchanging but there has been a trend to increase the number of special events and festivals as cities realize that holding a music festival or an arts event is a good way of attracting tourists
Entertainment and leisure facilities are always having to reinvent themselves In the developed world the simple rectangular swimming pool for example is no longer enough-it has to be a water park with flumes chutes splash zones and wave machines
The tourist is always looking to discover new attractions (as if their happiness depends on it) and because of this the lsquoattractions industryrsquo has to keep on changing
Check your Understanding1 Why do tourist attractions have to change
35
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
A The statements below are about the reading Choose the correct answer to complete each one 1 The writers point of view seems to indicate that he or she __ a works for the Indian government b doesnt believe the tourist trade can grow in the rainy season c wishes to describe the situation in a balanced way 2 The rainy season in India is __ months long
a three b four c five 3 The monsoon season is a traditionally happy one for Indian __
a tourists b agricultural workers c construction workers 4 During the rainy season tourism in India tends to __
a increase by 50 b drop by half c stay about the same 5 Compared to other times of the year visiting India in the rainy season is __
a less expensive b more expensive c equally expensive
B Decide whether the following statements about the reading are true (T) false (F) or if the information is not given (NG) If you check (v) false correct the statement to make it true
T F NG1 During the rainy season there are often floods in
the driest areas of India 2 India wants to increase tourism from foreign
countries and within India 3 One Indian festival involves throwing colored
powder 4 Some people dance and others take showers in
the rain S The Persian Gulf coast is a particularly wet area
C Critical Thinking Discuss these questions with a partner 1 Would you like to take a vacation in India during the rainy season 2 Why do Elvis Gomes and the Kerala promoter mentioned in the reading speak so highly of the rainy season in India 3 This article describes quite a few positive points of a rainy season vacation in India What might be some of the negative points
A For each group circle the word that does not belong The words in italics are vocabulary items from the reading
3
1 available obtainable accessible impossible2 repulsion interest allure attraction3 colony enemy outpost territory4 equipment fixtures foodstuffs facilities5 damp humid muggy brisk6 intensify modify strengthen build up7 off-peak slow period off-season offspring8 parade procession marchers party9 sanctuary invasion refuge preserve
B Complete the sentences using the words in italics from A Be sure to use the correct form of the word
1 I much prefer dry weather although ________weather is quite good for most plants 2 That island is a ___________for birds They can live there undisturbed by people 3 That top secret information is only ________to the president and his closest advisors
(Source Anderson N J Active Skills for Reading Book 3 Unit 1 pages 12-16)
Reading 2 Explore Niagara
Can you recognize these places Where are they
Discussion Questions1 How do these places combine hospitality and recreation2 Which would you prefer to visit Why3 What facts and opinions can you find in the Explore Niagara reading
Explore Niagarahellip
4
Niagara Falls in Ontario Canada is a destination unlike any other From the top of the Skylon Tower (775 feet up) to the base of the Horseshoe Falls (188 feet down) Niagara Falls is an awe-inspiring vacation destination
The Falls give off a round-the-clock roar a refreshing mist and a reminder of just how wondrous our natural world is From the marvel of gazing at the Falls from innumerable look-out points to adrenaline-fueled activities like whitewater jet boats there are many ways to experience them including many Niagara Falls attractions for all ages
There are many ways to get up close to the Falls put on the famous blue raincoat and jump aboard the Maid of the Mist go right up to the base of Niagara Falls walk behind them at Journey Behind the Falls or fly over them in a helicopter ride And thatrsquos just the beginning
Even at night the Falls are impressive The nightly illumination means you can enjoy them from anywhere you have a Falls view from your Niagara hotel restaurant cocktail lounge or observation deck Every Friday to Sunday during the summer months and on special occasions Falls Fireworks add a little extra colour to the display
If you want to explore the town Niagara Falls is a bustling destination full of activities for most everyone vineyards and world-class golf courses kid fun at Clifton Hill fine dining and casual eateries casinos and live Niagara entertainment spas and leisurely country drives to Niagara-on-the-Lake cycling adventures and hiking trails Visit Niagara and experience it forever
(Adapted from httpwwwniagarafallstourismcomexploreniagarahtml)
Follow-up ndash Watch ldquoBehind the Fallsrdquo and ldquoHelicopter RiderdquoIn groups Plan a 3-day trip to the Niagara Region
Reading 3 Avoiding Cultural Taboos
A How well do you know your own culture Write a rule for correct cultural behavior in each of the following areas dining _____________________________________________________introducing yourself in a business setting _________________________wearing certain colors of clothes ________________________________being punctual ______________________________________________ physical contact _____________________________________________ smoking ____________________________________________________
B Compare your answers with a partner Then discuss what happens when someone breaks each of the rules you wrote
5
A Under which subtitle would you expect to find the following topics Match the topics with the subtitles
1 kissing _____a Speech and gestures 2 covering your shoulders _____b Religious customs 3 pointing at someone _____c Sensitive topics 4 wrapping paper _____d Displaying affection 5 asking too many questions _____e Choosing gifts6 clocks and fans _____f Opening gifts
B Now scan the subtitled sections to see if you were correct
C Read the passage then answer the questions that follow
Avoiding Cultural Taboos
Thanks to the speed and convenience of modern travel destinations that used to take a long time to travel to can now be reached quickly and easily Even though jet flights make far-off locales seem close they may still be different from your home country in various important ways Therefore it is important to adapt your behavior so that you dont insult or offend the local people Here are some tips that will make communication easier and your trip more enjoyable
1 Speech and gestures Never raise your voice in order to make yourself understood If you do not know the word for something in the local language or cannot make yourself understood verbally try drawing a picture or pointing to an object Remember though that pointing directly at a person can be highly offensive in some cultures If you have to point something out do so by gesturing towards the object with the palm of your hand flat facing upward and your fingers outstretched Before you travel try learning some basic words or phrases of the local language Most useful are those that express gratitude and politeness such as words for please thank you and may I as well as basic greetings
2 Religious customs Consider the main religion of the country you plan to visit and read about any taboos related to clothing especially if you plan to visit places that are considered sacred As a precaution bring conservative clothes such as shirts or T-shirts that cover your shoulders and long trousers
3 Sensitive topics
6
Avoid topics of conversation that you think may be sensitive If a topic is sensitive in your own culture it will more than likely be the same in other cultures Feel free to show interest in the history and customs of the place you are visiting but dont ask too many questions about why things are done a certain way you may offend the local people
4 Displaying affection Keep in mind that in many cultures displaying affection in public is considered taboo Kissing on the street or in public places is unacceptable behavior and should be avoided If you are unsure of how to behave watch the local people and copy them-if they dont behave in a certain way you probably shouldnt either
5 Choosing gifts If you are traveling on business or plan to stay with a host family and you wish to take a gift do some research The idea of the perfect gift varies greatly from country to country and one of the easiest ways to offend somebody is to give the wrong gift In China it is taboo to give clocks and fans The Chinese word for fan has a similar sound to the word for separation while the sound for clock is similar to that of death In Japan gifts should never be given in sets of four as the sound of the word four in Japanese is similar to the sound of the word meaning death
6 Opening gifts The opening of gifts is also treated very differently around the world In many Western countries do not be surprised if your hosts immediately tear the wrapping paper from a gift in great excitement They will then tell you how wonderful the gift is even if they do not like it In most Asian countries it is considered impolite to open gifts in front of the gift-giver for fear of offending the person
Wherever you go in the world always be tolerant of the local customs Avoid being critical try instead to show respect for the values of the country you are in even if you do not necessarily agree with them
1 The author of the reading passage has most likely __ a traveled a lot b taught at a university c written several books
2 According to the reading which articles of clothing should YOIJ plan to travel with a a T-shirt and shorts b a jacket and hat c pants and a long-sleeved shirt
3 If a topic isnt appropriate to talk about in your country it probably __ okay to talk about in another country
a might be b should be c isnt 4 According to the reading __ is not appropriate behavior in many countries
a kissing in public b expressing gratitude c giving presents 5 According to the reading the best gift to give someone from China is __
a a fan b a clock c neither a nor b B The statements below are about the reading Complete each one using the correct word or
7
phrase 1 Itrsquos useful to learn words for please thank you may I as well as ________________2 When youre unsure about how to behave watch the ______________ 3 The Chinese word for clock and the Japanese word for four both have the
same sound as the word meaning _______________ 4 In Asian countries it is considered impolite to open gifts ______________the giver of the gift 5 While in another country if a local person cant understand something you are saying try _____________or pointing to the object
C Critical ThinkingDiscuss these questions with a partner 1 Which topic that the author covered do you think is the most important Why 2 What other topic could be included in this reading passage
VocabularyA Look at the list of words and phrases from the reading Match each with a definition on the right 1 far-off a place 2 locale b patient able to bear annoyance well 3 adapt c deserving of religious respect 4 gratitude d a feeling of liking or love 5 sacred e not modern cautious 6 conservative f thankfulness 7 affection g pointing out what is wrong 8 tolerant h change to be more suitable 9 critical i distant
B Compete the sentences below using the vocabulary from A Be sure to use the correct form of the word 1 When Jamie moved into her own apartment it took her a while to _________ to living alone 2 Claras father has some very _______________beliefs For example he thinks a woman shouldnt work after she gets married 3 After receiving a gift in the United States its common to send a thank-you card to express ones ________________ 4 That beach community has become a favorite ________________for retired people to live in 5 Jacks parents are too ___________of their sons bad behavior They let him do whatever he likes 6 Hiromi has a great deal of ______________for her grandfather and visits him at least once a week 7 Ive been to many neighboring countries but Ive never traveled to any really _____________ places 8 Kristin and Marcus disagree a lot and they are very _________of each others opinions 9 Churches mosques and temples are ____________places for religious activities
8
(Source Anderson N J Active Skills for Reading Book 3 Unit 1 pages 17-20)
Reading 4 Culture and Body Language
BODY LANGUAGEOrder the following elements of communication in terms of importance tounderstanding the messageWords _____Tone of Voice _____Facial and Body Expressions ______
You might be surprised by the answer
Much of the impact you create an interview is based on your body language and getting this right is essential The way you walk sit and act may influence your interviewerrsquos opinion of you as much as what you actually say
Here is a list of body language behaviour in North America Categorize them as either negative body language or positive body language
Staring at the floor Direct Eye Contact Strong Handshake Nodding Sweating Crossing your arms Pointing with your finger Playing with your clothesSmiling Standing or sitting very close to another personGood Posture Leaning closer to another person Fidgeting Looking at your watch
Positive Body Language Negative Body Language
(Adapted from Cambridge English for Job Hunting Cambridge University Press Colm Downes 2008 Pg 50)
What are some examples of positive and negative body language in China
Positive Body Language Negative Body Language
9
When we communicate with other people it is not only our words that contain the meaning An important part of that meaning comes from what is called non-verbal communication By this we mean facial expression gestures with hands arms legs the way we sit or stand the way we touch other people the distance we keep between ourselves and the people we are talking to our dress and our appearance All these say something to other people
Facial expressions and gestures are used by everyone often spontaneously even unconsciously Smiling for example is found in most cultures as a sign of happiness or pleasure Gestures such as pointing waving shaking or nodding the head are also widely used although the gestures themselves do not always mean the same in every culture I once asked a Portuguese student why bank officials in Lisbon seemed so unhappyndash sorry Lisbon bank clerks but its true ndash and he told me that if they smiled too much they would not seem serious about their work
Because many non-verbal messages are culture specific they can cause a lot of misunderstanding between people from different backgrounds Northern Europeans and Americans for example like to keep a certain personal space between themselves and others and feel uncomfortable if people come too close to them In these same cultures it is considered impolite to stare but Greeks it is said feel ignored if people do not stare at them in public Europeans usually change their facial expression to show happiness anger boredom sadness For this reason they call oriental people mysterious because they change facial expression much less
In styles of dress we also make important statements about ourselves Dress codes vary greatly from one culture to another and it is easy to make mistakes about peoples status if you dont know the cultural norm In Mediterranean cultures bank officials and similar employees wear short-sleeved open-neck shirts and no jackets This casual dress would not be acceptable in northern Europe where suits and ties are a sign of seriousness Ambitious women in western cultures wear classic clothes in plain colours to indicate their dedication to career
One of the main differences between verbal and non-verbal communication is that we are often not conscious of the expressions and gestures we use and so we are in danger of giving more information than we really want to or even of giving a conflicting message with our body language to the one expressed in our words
Check your Understanding
Choose the best answer1 Body Language is
a The way we dressb The expressions on our facec Non-verbal communication
2 When we do something lsquospontaneouslyrsquo (line 7) we do ita immediately
10
b after careful thoughtc reluctantly
3 lsquoStatusrsquo (line 24) meansa conditionb position in societyc age
4 lsquoClassic clothesrsquo (line 28) area fashionable wearb casual dressc sensible and traditional clothes
5 A lsquoconflicting messagersquo (line 32) gives peoplea useful informationb confusing informationc wrong information
Posture is the word used to describe the way we use our whole body We can stand straight and still we can sit back in a relaxed manner we can fold our arms cross our legs we can lie down we can jump about Each posture reflects our emotion and attitude
Match the description of a posture to an attitude or emotion
POSTURE EMOTION
Sitting and crossing your arms Keeping eye contact Raising your eyebrows Moving your shoulders up and down (shrugging)Sitting and tapping your fingers on the tableFidgeting with your clothes Leaning forward in your chair
InterestBoredomAngerSurpriseNervousnessDisinterestConfidence
In pairs discuss the following questions1 How could your body language cause problems in an interview2 How can you avoid these problems
(Adapted from httpwwweslteachersboardcomcgi-binlessonsindexplnoframesread=917And Cambridge English for Job Hunting Cambridge University Press Colm Downes 2008 Pg 50)
Reading 5 My Time on Coconut Island
11
Coconut Island
1 How would you describe the building in this picture
Modern Old Clean Dirty Pristine Run-down Simple Luxurious
Would you vacation at a location like this WhyWhy not If no what kind of accommodation would you prefer
2 Is this an example of formal (ex business letters and resumes) or informal (ex emails and magazines) writing List examples of why you think it is either formal or informal
3 What are some positive things the writer has to say about Seaview Resort and Coconut Island What are some negative things the writer has to say
My Time on Coconut Island I was told Coconut Island was developing fast I understood that this meant it was once a pristine island heading towards environmental destruction caused by uncontrolled tourist development Perhaps they meant it in a more positive light I wasnrsquot sure I went there to find outDriving down the east coast expressway you donrsquot see much The landscape is pretty flat most of the way with just a few trees and roadside shacks selling pineapples Oh and of course the usual construction workers widening and
12
improving the road However once you get to the end of the road and the ferry terminal you look across the sea and see a huge mountainous island rising up in front of you I felt excited and a little nervous
We crossed the water without any problems but left the ferry stuck behind trucks carrying construction materials ready to pour concrete all over this beautiful island Although we knew the sparkling white beach was just meters from the road we couldnrsquot see it for some time Not because of palm trees but because of all of the shops selling tourist merchandise and all the dust thrown up by the construction trucks Fortunately the tourist shops thinned out within 20 minutes and shortly afterwards we arrived at our destination Seaview Resort We werenrsquot disappointed We had been promised fine white sand and clear turquoise water and we got it Only problem was there was just a few feet of white sand and that was mostly covered in beach towels from other tourists who had got there before us Ah well not to worry We could explore up the beach for a quiet spot later We checked out the rooms and facilities and everything was just as you would expect from a mid-range hotel It also had quite a nice little restaurant right on the beach and therefore great for a cold beer and our first sunset It was perfect
The following morning after cold bacon and eggs for breakfast it seemed that the same people from yesterday were hogging the sun beds and beach space again so we decided to walk down the beach and explore a little further In actual fact I was pleasantly surprised I was expecting the whole beach to be lined with resorts packed side-by-side but actually on this beach there was still plenty of space for developers The closest buildings to us were a couple of beachside family-run cheap-and-cheerful restaurants with bamboo chairs and tables At 300 meters away they were also just too far away for most of the package tourists And this was generally where we spent most of our days An added bonus was that at the shack- White Sands to give it its official name (the name was on a piece of driftwood tacked to a nearby palm tree) the food was far far better than the resortrsquos Whereas the resort chef had removed any local flavour from the food the White Sands staff had managed to keep their food authentic
So most of our days were spent relaxing by the sea but one day we went for a cruise around the island While we were travelling we could see all of the development on Coconut Island There were plenty more resorts being built and the green forests of palm trees became bare hills of tourist development However on the cruise we had a chance to snorkel and swim After a couple of hours in the sun we returned home to rest
Before too long our trip on Coconut Island was over Overall I was pleasantly surprised Okay itrsquos getting developed but you can still find pristine and peaceful beaches by spending a little bit more effort to get there In general most of the development is on the beach and so the interior is still beautiful Itrsquoll take another few years yet to spoil it so my advice is to enjoy it while you can
13
Working with the other students in your group think of some ideas why development would be a positive thing for the island and why it would be a negative thing for the island
REASONS FOR DEVELOPMENT REASONS AGAINST DEVELOPMENT
Your turn Choose 6 of the bolded words and use them to describe a place that you have traveled to When you are finished share your work with your group___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
(Adapted from wwwonestopenglishcom)
14
Reading 6 Banff National Park - One
BANFF NATIONAL PARK
Match the following words with their closest synonym or synonym phrase (words with the same meaning)
Preserve Exhilarating Glaciers Mammals Heritage Rugged Turquoise Getaway Vast Marvel
VacationSlow moving iceGreen-Blue colourRoughValuedKeep the sameExcitingWarm blooded animalFeel wonder and aweLarge
What kinds of activities and services are provided at national parksCircle the services you think apply
Laundry Restaurants City Tours Swimming Business Meeting Rooms Skiing Accommodations Room Service Fishing Hiking Concerts Housekeeping
Banff National Park- Reading One
Banff National Park (established 1885 6641 sq km) is Canadarsquos first and most heavily visited national park Its eastern gate is located 111 km west of Calgary in the Rocky Mountains Originally set aside to preserve the hot springs for public use Banffrsquos blend of towering peaks and flower-strewn meadows makes it among Canadarsquos most exhilarating holiday areas
The largest cave system in Canada extends for 23km below the Columbia ice fields The glaciers still clinging to upper mountain slopes have helped shape the parkrsquos landscape creating numerous lakes waterfalls and broad U-shaped valleys Forests of pine spruce and alpine fir soften the sides of the mountains and are home to many large mammals including moose elk black bear and the grizzly bear-the parkrsquos most formidable resident Bighorn sheep mule deer and other wildlife can often be seen alongside park roads In contrast the small population of cougar and wolf are rarely seen
Campgrounds resorts alpine and cross-country skiing and 1100km of hiking trails are found outside the Banff town site Over 45 million visitors come to the park each year
(Adapted from httpwwwthecanadianencyclopediacomindexcfmPgNm=TCEampParams=A1ARTA0000494)
15
Comprehension Questions1 Why was Banff National Park created2 What have the glaciers created in Banff National Park3 How many kinds of trees are there in the park What are their names4 What large mammals will you regularly see in the park
Banff National Park- Reading Two
Adventure is calling you to Banff Lake Louise and Banff National Park As a UNESCO World Heritage Site Banff offers rugged beauty unspoiled landscapes and pristine mountain ranges Experience an unrivaled alpine escape at ldquoThe Worldrsquos Finest National Parkrdquo You can also drink in naturersquos wonder at Lake Louise ndash one of the Canadian Rockiesrsquo most beloved destinations with turquoise waters sparkling underneath the towering Victoria Glacier
During your getaway you are sure to love our comfortable accommodations cool restaurants and stores fun activities colorful festivals and unique sights Big impressive mountains metres of dry light powder snow - that is skiing and snowboarding in Banff National Park Banff Lake Louise skiing offers vast terrain with hundreds of kilometres of marked trails from beginner to expert
Banff summer adventures bring you face to face with nature Marvel at majestic wild animals inspiring wild spaces jagged mountain peaks and thickly forested alpine valleys Enjoy abundant Banff Lake Louise summer activities Explore scenic driving routes Take a casual stroll through wildflowers in an alpine meadow or test your extreme limits climbing to the roof of the Rocky Mountains Backpack across rock ridges formed by undersea oceans over 45 million years ago Tee off at a five-star golf course Throw a fish hook in the water walk on a glacier or canoe on Lake Louisersquos turquoise water Finally you could also take a guided trip outside the park for whitewater rafting and ATV fun
(Adapted from httpwwwbanfflakelouisecom)
Comprehension Questions1 What is one of the Rockiersquos most beloved destinations2 What kinds of activities does this reading say you can do at Banff in the summer3 What do you think sounds more interesting-the winter or summer activities Why
Discussion Questions1 What is the difference between reading one and reading two about Banff National Park2 Which one makes you want to visit Banff National Park more Why List some words
that make you interested in traveling there3 Where would we find a reading like reading one4 Where would we find a reading like reading two
16
List some facts and opinions from Reading One and Reading Two
Reading One Reading Two
Facts
Opinions
Reading 7 Cultural Tourism
Welcome to Rural Vietnam
Welcome to a corner of Asia where you willfind a lifestyle that goes back for centuriesFishing on the Mekong Delta farming in Central Vietnam or crafts in Bac Ninh Provincemdashwhatever your own interest we are sure you will find something to delight you in rural Vietnam
Vinh Long ProvinceLocated between the Tien and Hau rivers the fertile lands of Vinh Long nourish thousands of fruit orchards while the countless small islands provide ideal conditions for ecotourism and observing wildlife In addition you will be able to observe the centuriesmdashold activities of Southern Vietnam such as processing rice paper and traditional Vietnamese cooking Especially interesting in Vinh Long is the opportunity to stay overnight in local residentsrsquo homes There is a small but growing number of private homes that offer home stays At the moment they provide accommodation and entertainment for up to 150 tourists per night
Quang Nam ProvinceFor visitors who want to be really active in their holidays we recommend a visit to one of thevegetable farming villages near the town ofHoi An in the central province of Quang NamHere for a day you can toil shoulder to shoulder with a Vietnamese farmer Hosts and guestswork the land planting rice or collecting vegetables that they sell in the local marketsFor lunch you can get to eat colocynth (similar to a bitter apple) and tom huu which is atraditional dish made of vegetables
Bac Ninh ProvinceThe homeland of Quan Ho art has many traditional trade villages In Xuan Lai village you can find excellent bamboo products especially from black bamboo while Phu Lang is famous for its pottery Thousands of ancient pots have been found here and even today there are
17
about 300 families in the village doing pottery work
Tho Ha is famous for pottery but nowadays it has also started to produce wine Another village that is well known for traditional wines is Van on the bank of the Cau River The villagers here are happy to let visitors photograph their wine being made and to try it or to buy it but the brewing process itself is a secret
Finally Da Hoi is a must This 400 year old trade village is famous for its traditional silk cloth and women there still raise silkworms and weave fabulous fabrics that they sell
Check your Understanding1 What can you do in Quang Nam Province if you are feeling active2 What kind of cultural products can we find in traditional Vietnamese trade villages3 Where can up to 150 tourists per night stay in Vinh Long Province4 Which province would you want to visit most Why
Match the vocabulary word from the reading with its closest definition on the rightDelight WorkNourish Skilled workToil CaterpillarTrade Provide forSilkworms Please
Think about all of the places that you would like to experience culturally Where would you go What would you see and do Discuss your answers with a partnerReport your answers back to the class
(Adapted from Tourism 2 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2009 Pg 48-49)
Reading 8 Tourists in a Fragile Land
ECOTOURISM
VOCABULARY IN CONTEXTGuess what the underlined word means in each numbered sentenceCircle T or F for the statement that follows
1 The desert landscape is very flatT F ldquoLandscaperdquo means the way the land looks
2 We must preserve the rain forest because it is the home of many birds that cannot live anywhere else
T F It would be good to cut down the rain forest now so we can use the wood
18
3 The ozone hole may be dangerous to people who live on the earth It is a hole in the ozone layer
T F The ozone layer is made of gases that protect the earth from the bad effects of the sun
4 Some scientists believe that global warming will cause the ice of Antarctica to meltT F The earth will become too hot
5 That island is inhabited only by birdsT F All kinds of animals live there
6 The highest mountain in the world is Mount Everest I donrsquot know how some people can go there because it is such a harsh place
T F Itrsquos really comfortable
7 Next summer I am going to travel to a very remote part of Asia It will take a long time to get there but I want to go to a place where few visitors have gone
T F This is a place thatrsquos easy to get to from the big city
8 His wife said ldquoThink about the consequences if you lose your jobrdquoT F She might want her husband to think about not having any money to pay
the bills for the family
9 The coastal cities of a country are often popular vacation spots because people like to be near the ocean
T F These places are often in the centre of the country
10 The oceans of the world are vast places of waterT F The oceans are smaller than other places of water
11 The ice on the pond was so fragile that the children couldnrsquot ice skateT F The ice could break easily
Making Predictions Tourists in a Fragile LandYou are going to read an opinion essay about tourism in Antarctica The essay was written by a scientist who works there What do you think his opinion will be Choose one
a Tourists should not visit the Antarctica because they may cause problemsb Tourists should visit Antarctica because there is so much for them to learnc Tourists to Antarctica should pay a special tax to help scientists with their work there
19
Tourists in a Fragile Land
As a scientist working in Antarctica I spend most of my time in the laboratory studying ice I am trying to find out the age of Antarctic ice All we know for certain is that it is the oldest ice in the world The more we understand it the more we will understand the changing weather of the Earth Today I had to leave my work to greet a group of tourists who were taking a vacation in this continent of ice And although I can appreciate their desire to experience this beautiful landscape I feel Antarctica should be closed to tourists
Antarctica is a place of important scientific research and it must be kept only for this purpose Many scientists are using Antarctica to study the effects of the ozone hole that was discovered above Antarctica in 1984 They are also trying to understand global warming If the earthrsquos temperature continues to rise the health and safety of every living thing on the planet will be affected Also biologists and botanists study the animals and plants that live on the frozen land trying to understand how life can live in such a harsh environment
When tourists come here they can hurt the environment and interrupt our research Many scientists complain that tourists leave garbage on beaches and disturb the plants and animals In a place like Antarctica it can take 100 years for a plant to grow back after it was picked andtourists taking pictures of baby penguins from cruise ships caused an oil spill that killed many penguins and destroyed a 5 year research project
There is no government here and it is owned by no one Who will protect it Who is responsible for it The scientists are trying but the tour companies making money by sending tourists south are not If we donrsquot protect Antarctica now there may be serious consequences for everyone The ice here holds 70 of the worldrsquos fresh water If the ice melts it will cause devastating floods The ice also acts as a natural air conditioner for our planet Clearly Antarctica should remain a place for careful and controlled scientific research The only way to protect this fragile and important part of the planet is to stop tourists from travelling to Antarctica
Tourists in a Fragile Land1 Look at your prediction you chose about Tourists in a Fragile Land Was your prediction correct
2 Number the following main ideas in the order they appear in the reading
_______ Antarctica has no government_______ The entire world may be affected by problems in Antarctica_______ Many different scientists learn new things by studying Antarctica
20
3 Complete the following outline of the reading with details to support the pointsa Scientists learn new things in Antarctica because it is different from other places How is it different
i ______________ ice in the worldii Itrsquos plants and animals live in a very _____________ environment
b Problems in Antarctica may affect the worldi There is a large ________________ above Antarcticaii It has ____________ of the worldrsquos fresh wateriii The ice acts as a natural _________________ for the earth keeping it cool
4 The following statements are false Rewrite the false statements to make them truea The oil spill caused by a cruise ship killed many scientistsb The writer of the essay knows the age of Antarctic icec Biologists and Botanists study the scientists that live on Antarctica
Reading 9 Travel Journal A Tourists Experience
Travel Journal ndash A Touristrsquos ExperienceChile South America February 16The sunlight was shining so brightly as our plane flew over the snow covered Andes mountains which seem to go on forever
Island of Cape Horn February 16We spent the morning at a small church named Star of the Sea This is a quiet place where visitors are invited to remember all of the international sailors who died here They were all trying to sail around the southern part of South America and many of them lost their lives at sea
Drake Passage-aboard the tour ship Explorer February 19We were welcomed today by the captain and crew They gave us warm Antarctic jackets and introduced themselves to us Sea birds followed the ship closely sailing in the cold wind As we headed south we saw a pink ship in the distance Our captain explained that it was not a ship but an iceberg-the first one of our trip The more I saw the more I wanted to learn about this unique and beautiful place
Deception Island Antarctica February 21We landed on Bailey Head where thousands and thousands of penguins greeted us The crew gave us rules to follow to protect the environment We were told to bring all of the trash that we could find on the ice back to the boat because a scientist on the ship is studying how much garbage is created by tourists in Antarctica each year We were also told not to disturb or feed the penguins because it is harmful for them
21
Paradise Bay Antarctica February 25Today we reached the mainland of the continent Our guide helped us walk through snow to the peak of an iceberg 500 feet above the sea We heard the noisy sound of penguins and later we explored the mountains of ice in motorized rafts It was incredible I always thought ice was white but here in Antarctica it is blue because it absorbs all of the colours of the rainbow except blue All around us are mountains of ice that no one has ever explored It amazed me to think that no human has ever walked on these It is so beautiful We need to help protect this special environment When I get home it will be hard for me to explain what my trip was like but I will try
A Travel Journal
1 What kind of person do you think this tourist is2 Do you think she did anything that was dangerous to Antarctica Explain3 Which part of her trip did she enjoy the most Which part would you enjoy the most4 What did people do on this trip to protect Antarctica and keep it clean5 The chart below compares the views of the scientist with the views of the tourist Look back at Tourists in a Fragile Land and A Travel Journal and fill in the missing information
OPINIONS OF THE SCIENTIST OPINIONS OF THE TOURIST
1 The Antarctic environment must be preserved for research
1 As tourists learn about Antarctica and return home to tell their friends and family about its importance they may want to help preserve the environment of Antarctica
2 2 Tourists can help scientists with their experiments (collecting garbage for research)
3 Tourists donrsquot care aboutAntarctica
3
6 Which opinion do you agree with more-the scientists or the tourists Are there certain places in the world tourists shouldnrsquot be allowed to travel
(Adapted from Northstar Reading and Writing Intermediate 2nd ed Unit 6)
22
Reading 10 GAP Adventures
CORPORATE PROFILE GAP ADVENTURES
If you are tired of the one-week-in-the-Florida-sun vacation and want to do something exciting and off the beaten path then GAP Adventures is the perfect company to turn to They provide more than 600 different itineraries in more than 100 countries and have during the last yearsgiven more than 20 000 travelers the adventure of their lifetime This year approximately 15 million more people are expected to visit their web site some of them to change their lives forever
Their philosophy ldquoThe Freedom of Independent Travel with the Security of a Grouprdquo has been practiced since the start They respect their travelers as individuals and there is no requirement to be athletic to go on one of their trips The only thing needed is to have the spirit of adventure and the desire to experience a world totally different from what you areaccustomed to
Also the concept of responsible tourism is very important to GAP Adventures and they come and go and interact with the local populations leaving behind them only footprints Their commitment is to support local people and communities and to protect the environment they travel in To that end GAP Adventures developed Planeterra-the GAP Adventures Foundation that gives back to the people and communities their passengers visit on their trips
They hire people in different departments like Operations Product Sales and Marketing employing more than 300 staff worldwide Maybe the most obvious choice for you is the position as a GAP Tour Leader In this position you make peoplersquos holiday dreams come true and make sure all passengers have an enjoyable time
The local hostel where you spend the night is your home and your office is your backpack On your way to work you might have to hike the Inca Trail or canoe down the Amazon River This is the perfect job for you if you are passionate about different cultures travel and care about sustainable tourism
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 73)
GAP Adventures1 Match the following words from the reading on the left to words on the right that are closest in meaningAccustomed Spirit of adventureItineraries Philosophy Desire
uncommon placecourageresponsibleguiding beliefinterest
23
Off the beaten path Sustainable
familiar witha planned route
2 How is GAP different from other holiday tour operators3 What does ldquoleaving behind them only footprintsrdquo mean4 What is Planterra5 True or Falsea The GAP philosophy is ldquoThe Freedom of Independent Travel Without the Security of a Grouprdquob GAP Tour Leader is the perfect job for you if you like to be alone and sleep on the beach all dayc GAP Adventures has traveled with more than 20 000 travelersd Travelers must be athletic to travel with GAP
Reading 11 A Day in the Life of Richard Spacey
A DAY IN THE LIFE OF RICHARD SPACEYCruise Director Royal Caribbean International
Voyager of the Seas one of the largest and most innovative cruise ships ever built has a total guest capacity of 3700 with 1200 crew members Voyager of the Seas is a revolution in the cruising industry A floating city she features the worldrsquos first floating ice skating rink a rock climbing wall an inline skating track and the largest and most advanced theatre on the seas There is a four-story Royal Promenade shopping and entertainment area the entire length of the shop that acts as the main area for the ships activities and entertainment Cruise director Richard Spacey was very important in organizing the entertainment and activities program aboard with a support staff of 130 people What follows is an account of a day in the life of the cruise director of one of the largest cruise ships in the world
MONDAYmdashFIRST DAY AT SEA
730-830 am- Yesterday 3650 guests came aboard the ship in Miami and we headed for our first port of call Labadee our own private island on the coast of Hispaniola Before most of our guests arrive I plan and submit our daily activities schedule for the whole voyage to our hotel director Three couples were married in the wedding chapel yesterday and they are included in the 108 couples that have chosen to spend their honeymoon with us I have organized a special party later in the week to celebrate this happy occasion The youth activities manager reports that there are more than 600 children aboard ranging in age from 3 to 17 We offer a special deck and pool areaarcade for children in addition to our extensive youth facilities which include a teen dance hall
24
I oversee the cruise management team consisting of youth activities international guests shore excursions and business group functions including seminars group meetings presentations and cocktail parties
845-930am- Hotel directorrsquos meeting All of the division heads in the Hotel Department meet to discuss the daily operation of this floating hotel Todayrsquos agenda includes a monthly safety meeting Each division head presents his or her monthly report on safety and environmental protection Hospitality and the safety of our guests and crew are our top priorities
945-1030am- The start of my public duties I give a daily announcement and an explanation of all the activities and entertainment happening on the ship I start my morning walk around Time to start the first session of Jackpot BINGO for the week I walk by two acrobats performing for our guests on deck to entertain them They play different characters through the cruise and add quite a lot to the guest experience
The ice rink is busy with guests skating at our first All Skate session There are several sessions throughout the day The ice skating cast of performers are responsible for running the session as well as skating in our Ice Show
1100-1200noon-Time to change out of my day uniform into a business suit and put on stage makeup for the taping of our onboard talk show called ldquoVoyager Liverdquo I am one of the main sources for revenue making on board The television show is great on a small floating city 37 channels offer safety information music shopping tips CNBC CNN ESPN and free movies in several languages
Noon - Lunch with the staff in the Officers and Staff Dining Room
100-230pm -Change out of my business suit into shorts and a t-shirt to introduce the Belly Flop Competition at 130 at the pool Always a ldquobigrdquo event among our guests Quite a few laughs This is followed by cruise style horse racing We pick six people who move six wooden horses by a roll of the dice The betting is fierce as all of the guests cheer their favourite horses on Everyone loves the horse racing I am the track announcer for three horse races
I stop by the Sports Court to check out the action The sports court is full of families enjoying our Family Hour activities with the youth staff We offer a nine hole mini golf course golf driving simulator full court basketballvolleyball inline skating table tennis and a rock climbing wall that rises up 200 feet
300-830pm -First a POWER NAP The day will not end until about 1230am Being available all of the time is very exhausting The nap will help me stay up late
After I go back to the office to catch up on email and help organize the office It is also time to work on budgets and revenue predictions for next year
25
At dinner hour I got to the main deck to speak with the guests at the Welcome Aboard reception The captain gives his welcome speech and then we send them off to their dinner or the show at 830
At 830 I meet in the Champagne Bar with the hotel director before dinner Tonight we will entertain guests who are on their 50th cruise and also a company who is thinking of booking 700 guests on a future cruise with us
900-1230am -I introduce the entertainment for the night in our main theatre for the guests After dinner and dessert I introduce the same show for the second seating and watch the show for quality control After the show finishes I do a final walk around the lounges on the ship with my assistant We have live music playing everywhere and karaoke has just finished in one of the main lounges The dance hall is full because of singlesrsquo night tonight and there are a few couples enjoying music in the Jazz club
A long full day Time for bed because I have to be on the deck at 800 am to welcome our guests to our first destination Labadee
Discussion Questions
PART A (730-945am)1 What does Richard do before most of the guests arrive2 How many guests are on the Voyager of the Seas How many of those are children3 What departments does Richard Spacey oversee as Cruise Director4 What is the agenda at the Hotel Directorrsquos meeting
PART B (945-100pm)1 What kind of announcement does Richard make at 9452 Who does he meet performing on the deck and what are they doing3 What two activities has Richard organized to start during this time4 Why does Richard have to change into a business suit at 11
PART C (100-830pm)1 Why does Richard change out of his business suit and into a pair of shorts2 What two events are very popular among the cruise ship guests3 What services do they offer at the Sports Court
PART D (830pm-1230am)1 Why does Richard take a nap during the middle of his business day2 Who does Richard have dinner with at 830 Why are they special3 What events has Richard organized to occur at night for the guests
26
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 53-54)
Follow up ndash Watch Royal Caribbean movie Royal Reunion directed by James Brolin Find on youtube New Royal Caribbean Movie Royal Reunion -- The Short Film Directed by amp Starring James Brolin or on Royal Caribbean website wwwroyalcaribbeancom
Reading 12 Focus on Recreation Hospitality and Recreation Inextricably Intertwined
FOCUS ON RECREATION Hospitality and Recreation Inextricably Intertwined
By Bart Bartlett PhD Professor Penn State Universityrsquos School of Hospitality Management
Americans have more leisure time than ever before and as leisure time has grown leisure activities have evolved and grown as well As a result there are many opportunities for recreation and for careers in recreation management This includes positions in commercial recreation (resorts themed resorts the ski industry) in non commercial recreation (national parks) and in golf clubs and sports venues
In many situations recreation and hospitality go hand in hand When a ski trip combines recreation on the slopes with food and beverage services in the hotel or when a hotel guest uses the hotelrsquos business services and the spa recreation and hospitality are both involved When a convention centre hotel provides rooms food and beverage coordinates meetings and also organizes group activities during the conference hospitality and recreation begin to merge
Resorts and resort hotels are an example of the combination of hospitality and recreation A mega-resort such as Walt Disney World Resort provides a clear example of this point On a Disney vacation a family may enjoy lodging and food and beverage services provided by hotel staff and management trained in hospitality go into the park itself to enjoy attractions and shows arranged and managed by a recreation specialist take a break to enjoy foodservice provided by a hospitality provider and at the end of the day enjoy dinner provided by the hospitality staff and entertainment or dancing arranged by a recreation professional
From this example alone it is clear that the commonalities in settings services and focus on guest satisfaction indicate that hospitality and recreation do indeed work together closely
VOCABULARY
27
Look at the words below With a partner try to think of the definitions of the words below by looking at the words in context from the readings Write down the definitions and compare with another set of partners
EVOLVEDOPPORTUNITIESCOMMERCIALVENUESGO HAND IN HANDCOORDINATESMERGEMEGACOMMONALITIES
Check your Understanding1 What are some areas where you can work in recreation management2 List 3 examples where hospitality and recreation ldquogo hand in handrdquo3 Think of some other places like Walt Disney World where hospitality and recreation work closely together Explain how the two work together
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 374)
Reading 13 Beverage Industry
Java Coffee House CASE STUDY
Michelle Wong is manager of the Java Coffee House at a busy location on Union Street in San Francisco USA Michelle says that there are several challenges in operating a busy coffeehouse such as training staff to handle unusual circumstances For example one guest consumed a cup of coffee and ate two-
thirds (23) of a piece of cake and then said he didnrsquot like the cake so didnrsquot want to pay for his order
Another problem is suppliers who quote good prices to get her business and then two weeks later raise the price of some of the items Michelle says that the young employees she has at the Java Coffee House are her greatest challenge of all According to Michelle there are four kinds of employeesmdashlazy good but not responsible those who steal and great ones who are no trouble
Discussion Questions
28
1 What are some suggestions for training staff to handle unusual circumstances like the one in the case study
2 How do you ensure that suppliers are delivering the product atthe price promised
3 What do you do with lazy employees
4 What do you do with irresponsible employees
5 How do you deal with employees who steal
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 340)
Reading 14 Corporate Profile Starwoods Hotels
Corporate Profile Starwood Hotels
Starwood is one of the worldrsquos largest hotel and leisure companies Its brand names include St Regis the Luxury Collection Sheraton Westin W and Four Points by Sheraton Through these brands Starwood is well represented in most major markets around the world
Operations are grouped into two business segments hotels and vacation ownership operations Revenues and earnings come primarily from hotel operations which include the operation of owned hotels management and other fees earned from hotels managed through contracts and the collection of franchise fees
Second Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80countries and is made up of 140 hotels
29
Next Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts There are 19 vacation ownership resorts in the United States and the Bahamas
Fourth Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition The luxury brands continue to find new customers while maintaining loyalty among the worldrsquos most active travelers The strength of the Starwood brand is proven by superior ratings received from hotel guests and industry magazines The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list
Fifth Starwood has sophisticated and diverse hotel properties throughout the world including the St Regis in New York City the Phoenician in Scottsdale Arizona the Hotel Gritti Palace in Venice Italy the St Regis in Beijing Chinarsquo and the Westin Palace in Madrid Spain These are among the leading hotels in the industry and they provide the highest quality and service
Finally Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises Starwood plans to meet these goals by taking advantageof its large customer base and reach in the industry to reduce costs The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals more challenging
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 566)
Match the sentence parts to make correct definitions1 Starwoodrsquos strong brand a comes primarily from hotels2 Revenue at Starwood b is proven by high ratings from guests and industry
magazines3 Luxury and upscale hotels c help to increase Starwoodrsquos global presence totaling 733
hotels4 Franchised hotels d continue to visit Starwood hotels because of the high
quality and service5 Loyal Travellers e represent the majority of Starwoodrsquos hotel properties
Look at the statements below Put lsquoMrsquo next to the statement that is the MAIN IDEA Put lsquoSrsquo next to the statement that is a SUPPORTING IDEA or DETAILParagraph 1a Starwood is one of the worldrsquos largest hotel and leisure companies _______b Operations are grouped into two business segments hotels and vacation ownership operations ______
Paragraph 2
30
a Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80 countries and is made up of 140 hotels ______b Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry ______
Paragraph 3a There are 19 vacation ownership resorts in the United States and the Bahamas _______b Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts ______
Paragraph 4a Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition _______b The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list ______
Paragraph 5a These are among the leading hotels in the industry and they provide the highest quality and service ______b Starwood has sophisticated and diverse hotel properties throughout the world _____
Paragraph 6a Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises ______b The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals morechallenging ______
Match each word from the reading with a definition Write the letter of the definition next to the word1 Brand a worldly cultured and refined2 Revenue b a part of the whole3 Segment c different in design and services4 Loyalty d a product or image created by a company5 Sophisticated e make good use of something for personal benefit6 Upscale f above average in quality of high rank7 Diverse g permission given by one company to another to sell its products
and services8 To take advantage of h income9 Franchise i expensive and wealthy sector of the market10 Superior j support and confidence in a person or company
31
Complete each sentence below using one of the words from above Be sure to use the correct form of the word Not all words will be used1 The company decided to hire Nicholas over all the other applicants because he had __________ skills and experience2 Companies reward customers for their __________3 John spoke with the manager at his local McDonalds to see how he could open up his own ____________4 Elena has travelled all over the world and she can speak 4 different languages She is so ______________
Reading 15 Hospitality is Offering a Cup of Kindness
FOCUS ON SERVICEHospitality is Offering a Cup of Kindness
William B Martin Cal TechmdashMonterey Bay
Customer service is the primary focus of hospitality It is what hospitality is all aboutmdashwhat we do If you are interested in a hospitality career it is important to understand and learn as much as possible about customer service and particularly how to be successful at it Your success will come from a complete understanding of hospitality
Letrsquos begin by exploring why we provide hospitality Why are hospitality businesses in business What is the primary purpose of a foodservice operation A lodging travel or tourism related business Is it just for money Many of you might answer lsquoyesrsquo to this question But as you will see hospitality is much more than just about money Money is important but it is not the primary purpose of hospitality
Our job is to enhance the lives of those people (guests customers passengers etc) to whom we are dedicated to serve Yes it is that simple Our job is to make the lives of others better in a small way or big way it makes no difference Whatever it is we are out to make peoplersquos lives on this planet a little bit better or maybe even a lot better This is our purpose It is where we find meaning We enhance their lives through service and begin by understanding what it is they need The problem is that all of our guests come with many needs Some we can meet some we canrsquot If you can work toward helping them satisfy these needs you can go a long way toward making their lives better through kindness Quality customer service demands that service providers understand what it is that you want Kindness after all comes through understanding Kindness is demonstrated by making everyone feel welcome
Quality customer service also requires that we make all our guests feel so comfortable that they donrsquot need to worry because they are in good hands Whether they deserve it or not they should be made to feel important Why Because we all have a need to feel important This is our job
32
We need to stay focused on the primary purposes of hospitality We need to understand the power of kindness and the importance of satisfying the basic needs of our guests Hospitality and customer service success are found in our ability to enhance the lives of others through how we treat themmdashwith a little cup of kindness
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 17)
FOCUS ON SERVICECHECK YOUR UNDERSTANDING
1 What is the main idea of this reading passage What detail does the author use to support this point
2 According to the article which of these statements would a successful hospitality employee agree withA I always focus on making money when I am workingB I enjoy making the guest feel comfortable and importantC Only the employees who speak with guests need to focus on customer service and kindness
3 Use the vocabulary from the crossword to complete the sentences below Be sure to use the correct form of the wordA Most English teachers try to think about the language___________ of their students when they design their lesson plansB Students who are ___________ to learning English study it every single day These students _________ their high grades and praise from the teacherC The ________ in Rm 118 has checked out He left the housekeepers a large tip for their excellent and fast __________D Irsquom never shopping at this grocery store again The ________ of their food is horribleE Oh no One of the ________________ for my wedding has cancelled
Reading 16 Hotel Guest
Checking Out a Guest CASE STUDY
33
A guest walked up to the front desk agent in an upscale hotel ready to check out As she would usually when checking out a guest the agent asked the guest what his room number was The guest was in a hurry and showed his anxiety by responding ldquoI stay in a hundred hotel rooms and you expect me to remember the room numberrdquo
The agent then asked for the guestrsquos name to which he responded ldquoMy name is Mr Johnsteinrdquo After asking him to repeat himself the agent began to look for the guestrsquos last name but the name was not listed in the computer Because the man had a heavy accent and the agent assumed that she had misunderstood him she politely asked the guest to spell his last name He answered ldquoWhat Are you an idiot The person who checked me into the hotel last night had no problem checking me inrdquo Again the agent looked on the computer to find the guest was not in the system
The guest becoming even more frustrated said ldquoI have a plane to catch and it is ridiculous that it has taken you this long to check me out I also need to fax these papers off but I need to have them photocopied first and the agent responded ldquoThere is a business center at the end of the counter that will fax and photocopy whatever you needrdquo The guest replied ldquoIf I wanted your opinion I would have asked you for it Havenrsquot you ever heard of customer service Isnrsquot this a five star hotel With your bad attitude you should be working in a three star hotel I canrsquot believe they let you work here at the front desk Havenrsquot you found my name yet
The agent who was beginning to get upset asked the guest again to spell out his full name The guest angrily replied ldquoHere are my papers I want faxed if you are capable of faxing themrdquo The agent reached to take the papers and the guest shouted ldquoDonrsquot grab them from my hand You have a bad attitude and if I had more time I would talk to someone about getting you removed from your position to a hotel where they donrsquot require such quality of customer servicerdquo
The agent was very upset but kept herself calm to prevent the guest from getting annoyedThe agent continued to provide service to the guest sending the faxes and making the photocopies he had requested Upon her return the agent again asked the guest to repeat his last name because he had failed to spell it out The guest replied by spelling out his name ldquoJ-o-h-n-s-t-o-n-erdquo The agent was finally able to find his name on the computer and checked him out while he continued to verbally attack her The agent finished by telling the guest to have a nice flight
Discussion Questions1 Should the front desk agent have called the manager over to finish the checkout Or should she deal with the rude customer herself2 Would you have handled the situation the same way If yes explain why If no what would you have done it differently
Prepare to share your ideas with the class
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 pg 159)
34
Reading 17 Trends in Visitor Attractions
Trends in Visitor Attractions
What changes have there been in the development of attractions over the years Think about the difference between attractions when your parents were your age and what they are like now
Take a look at the reading below and see if your predictions were correct
INSIDE TOURISM THE CHANGING FACE OF THE lsquoATTRACTIONS INDUSTRYrsquo
As the wishes and tastes of tourists and visitors change tourist attractions have to change as well In the last twenty or thirty years there have been some significant developmentsNatural attractions like sandy beaches and mountains cannot change very much but there have been developments in particular a concern to preserve the environment and to make any buildings fit into the natural context
Perhaps the greatest changes have been in man-made attractions like museums and historic sites which have been redesigned to make them more interesting and entertaining places to visit while still maintaining their role of teaching visitors about the past In many of them the aim is not just to display the past but to take visitors into the past in an interactive waySome have been converted into lsquoliving museumsrsquo where actors in costumes meet the public and play the roles of characters from the past In others history is made vivid and exciting through the use of realistic waxworks animatronic models sounds and even smells to conjure up a sense of the past
Traditional festivals by definition are unchanging but there has been a trend to increase the number of special events and festivals as cities realize that holding a music festival or an arts event is a good way of attracting tourists
Entertainment and leisure facilities are always having to reinvent themselves In the developed world the simple rectangular swimming pool for example is no longer enough-it has to be a water park with flumes chutes splash zones and wave machines
The tourist is always looking to discover new attractions (as if their happiness depends on it) and because of this the lsquoattractions industryrsquo has to keep on changing
Check your Understanding1 Why do tourist attractions have to change
35
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
1 available obtainable accessible impossible2 repulsion interest allure attraction3 colony enemy outpost territory4 equipment fixtures foodstuffs facilities5 damp humid muggy brisk6 intensify modify strengthen build up7 off-peak slow period off-season offspring8 parade procession marchers party9 sanctuary invasion refuge preserve
B Complete the sentences using the words in italics from A Be sure to use the correct form of the word
1 I much prefer dry weather although ________weather is quite good for most plants 2 That island is a ___________for birds They can live there undisturbed by people 3 That top secret information is only ________to the president and his closest advisors
(Source Anderson N J Active Skills for Reading Book 3 Unit 1 pages 12-16)
Reading 2 Explore Niagara
Can you recognize these places Where are they
Discussion Questions1 How do these places combine hospitality and recreation2 Which would you prefer to visit Why3 What facts and opinions can you find in the Explore Niagara reading
Explore Niagarahellip
4
Niagara Falls in Ontario Canada is a destination unlike any other From the top of the Skylon Tower (775 feet up) to the base of the Horseshoe Falls (188 feet down) Niagara Falls is an awe-inspiring vacation destination
The Falls give off a round-the-clock roar a refreshing mist and a reminder of just how wondrous our natural world is From the marvel of gazing at the Falls from innumerable look-out points to adrenaline-fueled activities like whitewater jet boats there are many ways to experience them including many Niagara Falls attractions for all ages
There are many ways to get up close to the Falls put on the famous blue raincoat and jump aboard the Maid of the Mist go right up to the base of Niagara Falls walk behind them at Journey Behind the Falls or fly over them in a helicopter ride And thatrsquos just the beginning
Even at night the Falls are impressive The nightly illumination means you can enjoy them from anywhere you have a Falls view from your Niagara hotel restaurant cocktail lounge or observation deck Every Friday to Sunday during the summer months and on special occasions Falls Fireworks add a little extra colour to the display
If you want to explore the town Niagara Falls is a bustling destination full of activities for most everyone vineyards and world-class golf courses kid fun at Clifton Hill fine dining and casual eateries casinos and live Niagara entertainment spas and leisurely country drives to Niagara-on-the-Lake cycling adventures and hiking trails Visit Niagara and experience it forever
(Adapted from httpwwwniagarafallstourismcomexploreniagarahtml)
Follow-up ndash Watch ldquoBehind the Fallsrdquo and ldquoHelicopter RiderdquoIn groups Plan a 3-day trip to the Niagara Region
Reading 3 Avoiding Cultural Taboos
A How well do you know your own culture Write a rule for correct cultural behavior in each of the following areas dining _____________________________________________________introducing yourself in a business setting _________________________wearing certain colors of clothes ________________________________being punctual ______________________________________________ physical contact _____________________________________________ smoking ____________________________________________________
B Compare your answers with a partner Then discuss what happens when someone breaks each of the rules you wrote
5
A Under which subtitle would you expect to find the following topics Match the topics with the subtitles
1 kissing _____a Speech and gestures 2 covering your shoulders _____b Religious customs 3 pointing at someone _____c Sensitive topics 4 wrapping paper _____d Displaying affection 5 asking too many questions _____e Choosing gifts6 clocks and fans _____f Opening gifts
B Now scan the subtitled sections to see if you were correct
C Read the passage then answer the questions that follow
Avoiding Cultural Taboos
Thanks to the speed and convenience of modern travel destinations that used to take a long time to travel to can now be reached quickly and easily Even though jet flights make far-off locales seem close they may still be different from your home country in various important ways Therefore it is important to adapt your behavior so that you dont insult or offend the local people Here are some tips that will make communication easier and your trip more enjoyable
1 Speech and gestures Never raise your voice in order to make yourself understood If you do not know the word for something in the local language or cannot make yourself understood verbally try drawing a picture or pointing to an object Remember though that pointing directly at a person can be highly offensive in some cultures If you have to point something out do so by gesturing towards the object with the palm of your hand flat facing upward and your fingers outstretched Before you travel try learning some basic words or phrases of the local language Most useful are those that express gratitude and politeness such as words for please thank you and may I as well as basic greetings
2 Religious customs Consider the main religion of the country you plan to visit and read about any taboos related to clothing especially if you plan to visit places that are considered sacred As a precaution bring conservative clothes such as shirts or T-shirts that cover your shoulders and long trousers
3 Sensitive topics
6
Avoid topics of conversation that you think may be sensitive If a topic is sensitive in your own culture it will more than likely be the same in other cultures Feel free to show interest in the history and customs of the place you are visiting but dont ask too many questions about why things are done a certain way you may offend the local people
4 Displaying affection Keep in mind that in many cultures displaying affection in public is considered taboo Kissing on the street or in public places is unacceptable behavior and should be avoided If you are unsure of how to behave watch the local people and copy them-if they dont behave in a certain way you probably shouldnt either
5 Choosing gifts If you are traveling on business or plan to stay with a host family and you wish to take a gift do some research The idea of the perfect gift varies greatly from country to country and one of the easiest ways to offend somebody is to give the wrong gift In China it is taboo to give clocks and fans The Chinese word for fan has a similar sound to the word for separation while the sound for clock is similar to that of death In Japan gifts should never be given in sets of four as the sound of the word four in Japanese is similar to the sound of the word meaning death
6 Opening gifts The opening of gifts is also treated very differently around the world In many Western countries do not be surprised if your hosts immediately tear the wrapping paper from a gift in great excitement They will then tell you how wonderful the gift is even if they do not like it In most Asian countries it is considered impolite to open gifts in front of the gift-giver for fear of offending the person
Wherever you go in the world always be tolerant of the local customs Avoid being critical try instead to show respect for the values of the country you are in even if you do not necessarily agree with them
1 The author of the reading passage has most likely __ a traveled a lot b taught at a university c written several books
2 According to the reading which articles of clothing should YOIJ plan to travel with a a T-shirt and shorts b a jacket and hat c pants and a long-sleeved shirt
3 If a topic isnt appropriate to talk about in your country it probably __ okay to talk about in another country
a might be b should be c isnt 4 According to the reading __ is not appropriate behavior in many countries
a kissing in public b expressing gratitude c giving presents 5 According to the reading the best gift to give someone from China is __
a a fan b a clock c neither a nor b B The statements below are about the reading Complete each one using the correct word or
7
phrase 1 Itrsquos useful to learn words for please thank you may I as well as ________________2 When youre unsure about how to behave watch the ______________ 3 The Chinese word for clock and the Japanese word for four both have the
same sound as the word meaning _______________ 4 In Asian countries it is considered impolite to open gifts ______________the giver of the gift 5 While in another country if a local person cant understand something you are saying try _____________or pointing to the object
C Critical ThinkingDiscuss these questions with a partner 1 Which topic that the author covered do you think is the most important Why 2 What other topic could be included in this reading passage
VocabularyA Look at the list of words and phrases from the reading Match each with a definition on the right 1 far-off a place 2 locale b patient able to bear annoyance well 3 adapt c deserving of religious respect 4 gratitude d a feeling of liking or love 5 sacred e not modern cautious 6 conservative f thankfulness 7 affection g pointing out what is wrong 8 tolerant h change to be more suitable 9 critical i distant
B Compete the sentences below using the vocabulary from A Be sure to use the correct form of the word 1 When Jamie moved into her own apartment it took her a while to _________ to living alone 2 Claras father has some very _______________beliefs For example he thinks a woman shouldnt work after she gets married 3 After receiving a gift in the United States its common to send a thank-you card to express ones ________________ 4 That beach community has become a favorite ________________for retired people to live in 5 Jacks parents are too ___________of their sons bad behavior They let him do whatever he likes 6 Hiromi has a great deal of ______________for her grandfather and visits him at least once a week 7 Ive been to many neighboring countries but Ive never traveled to any really _____________ places 8 Kristin and Marcus disagree a lot and they are very _________of each others opinions 9 Churches mosques and temples are ____________places for religious activities
8
(Source Anderson N J Active Skills for Reading Book 3 Unit 1 pages 17-20)
Reading 4 Culture and Body Language
BODY LANGUAGEOrder the following elements of communication in terms of importance tounderstanding the messageWords _____Tone of Voice _____Facial and Body Expressions ______
You might be surprised by the answer
Much of the impact you create an interview is based on your body language and getting this right is essential The way you walk sit and act may influence your interviewerrsquos opinion of you as much as what you actually say
Here is a list of body language behaviour in North America Categorize them as either negative body language or positive body language
Staring at the floor Direct Eye Contact Strong Handshake Nodding Sweating Crossing your arms Pointing with your finger Playing with your clothesSmiling Standing or sitting very close to another personGood Posture Leaning closer to another person Fidgeting Looking at your watch
Positive Body Language Negative Body Language
(Adapted from Cambridge English for Job Hunting Cambridge University Press Colm Downes 2008 Pg 50)
What are some examples of positive and negative body language in China
Positive Body Language Negative Body Language
9
When we communicate with other people it is not only our words that contain the meaning An important part of that meaning comes from what is called non-verbal communication By this we mean facial expression gestures with hands arms legs the way we sit or stand the way we touch other people the distance we keep between ourselves and the people we are talking to our dress and our appearance All these say something to other people
Facial expressions and gestures are used by everyone often spontaneously even unconsciously Smiling for example is found in most cultures as a sign of happiness or pleasure Gestures such as pointing waving shaking or nodding the head are also widely used although the gestures themselves do not always mean the same in every culture I once asked a Portuguese student why bank officials in Lisbon seemed so unhappyndash sorry Lisbon bank clerks but its true ndash and he told me that if they smiled too much they would not seem serious about their work
Because many non-verbal messages are culture specific they can cause a lot of misunderstanding between people from different backgrounds Northern Europeans and Americans for example like to keep a certain personal space between themselves and others and feel uncomfortable if people come too close to them In these same cultures it is considered impolite to stare but Greeks it is said feel ignored if people do not stare at them in public Europeans usually change their facial expression to show happiness anger boredom sadness For this reason they call oriental people mysterious because they change facial expression much less
In styles of dress we also make important statements about ourselves Dress codes vary greatly from one culture to another and it is easy to make mistakes about peoples status if you dont know the cultural norm In Mediterranean cultures bank officials and similar employees wear short-sleeved open-neck shirts and no jackets This casual dress would not be acceptable in northern Europe where suits and ties are a sign of seriousness Ambitious women in western cultures wear classic clothes in plain colours to indicate their dedication to career
One of the main differences between verbal and non-verbal communication is that we are often not conscious of the expressions and gestures we use and so we are in danger of giving more information than we really want to or even of giving a conflicting message with our body language to the one expressed in our words
Check your Understanding
Choose the best answer1 Body Language is
a The way we dressb The expressions on our facec Non-verbal communication
2 When we do something lsquospontaneouslyrsquo (line 7) we do ita immediately
10
b after careful thoughtc reluctantly
3 lsquoStatusrsquo (line 24) meansa conditionb position in societyc age
4 lsquoClassic clothesrsquo (line 28) area fashionable wearb casual dressc sensible and traditional clothes
5 A lsquoconflicting messagersquo (line 32) gives peoplea useful informationb confusing informationc wrong information
Posture is the word used to describe the way we use our whole body We can stand straight and still we can sit back in a relaxed manner we can fold our arms cross our legs we can lie down we can jump about Each posture reflects our emotion and attitude
Match the description of a posture to an attitude or emotion
POSTURE EMOTION
Sitting and crossing your arms Keeping eye contact Raising your eyebrows Moving your shoulders up and down (shrugging)Sitting and tapping your fingers on the tableFidgeting with your clothes Leaning forward in your chair
InterestBoredomAngerSurpriseNervousnessDisinterestConfidence
In pairs discuss the following questions1 How could your body language cause problems in an interview2 How can you avoid these problems
(Adapted from httpwwweslteachersboardcomcgi-binlessonsindexplnoframesread=917And Cambridge English for Job Hunting Cambridge University Press Colm Downes 2008 Pg 50)
Reading 5 My Time on Coconut Island
11
Coconut Island
1 How would you describe the building in this picture
Modern Old Clean Dirty Pristine Run-down Simple Luxurious
Would you vacation at a location like this WhyWhy not If no what kind of accommodation would you prefer
2 Is this an example of formal (ex business letters and resumes) or informal (ex emails and magazines) writing List examples of why you think it is either formal or informal
3 What are some positive things the writer has to say about Seaview Resort and Coconut Island What are some negative things the writer has to say
My Time on Coconut Island I was told Coconut Island was developing fast I understood that this meant it was once a pristine island heading towards environmental destruction caused by uncontrolled tourist development Perhaps they meant it in a more positive light I wasnrsquot sure I went there to find outDriving down the east coast expressway you donrsquot see much The landscape is pretty flat most of the way with just a few trees and roadside shacks selling pineapples Oh and of course the usual construction workers widening and
12
improving the road However once you get to the end of the road and the ferry terminal you look across the sea and see a huge mountainous island rising up in front of you I felt excited and a little nervous
We crossed the water without any problems but left the ferry stuck behind trucks carrying construction materials ready to pour concrete all over this beautiful island Although we knew the sparkling white beach was just meters from the road we couldnrsquot see it for some time Not because of palm trees but because of all of the shops selling tourist merchandise and all the dust thrown up by the construction trucks Fortunately the tourist shops thinned out within 20 minutes and shortly afterwards we arrived at our destination Seaview Resort We werenrsquot disappointed We had been promised fine white sand and clear turquoise water and we got it Only problem was there was just a few feet of white sand and that was mostly covered in beach towels from other tourists who had got there before us Ah well not to worry We could explore up the beach for a quiet spot later We checked out the rooms and facilities and everything was just as you would expect from a mid-range hotel It also had quite a nice little restaurant right on the beach and therefore great for a cold beer and our first sunset It was perfect
The following morning after cold bacon and eggs for breakfast it seemed that the same people from yesterday were hogging the sun beds and beach space again so we decided to walk down the beach and explore a little further In actual fact I was pleasantly surprised I was expecting the whole beach to be lined with resorts packed side-by-side but actually on this beach there was still plenty of space for developers The closest buildings to us were a couple of beachside family-run cheap-and-cheerful restaurants with bamboo chairs and tables At 300 meters away they were also just too far away for most of the package tourists And this was generally where we spent most of our days An added bonus was that at the shack- White Sands to give it its official name (the name was on a piece of driftwood tacked to a nearby palm tree) the food was far far better than the resortrsquos Whereas the resort chef had removed any local flavour from the food the White Sands staff had managed to keep their food authentic
So most of our days were spent relaxing by the sea but one day we went for a cruise around the island While we were travelling we could see all of the development on Coconut Island There were plenty more resorts being built and the green forests of palm trees became bare hills of tourist development However on the cruise we had a chance to snorkel and swim After a couple of hours in the sun we returned home to rest
Before too long our trip on Coconut Island was over Overall I was pleasantly surprised Okay itrsquos getting developed but you can still find pristine and peaceful beaches by spending a little bit more effort to get there In general most of the development is on the beach and so the interior is still beautiful Itrsquoll take another few years yet to spoil it so my advice is to enjoy it while you can
13
Working with the other students in your group think of some ideas why development would be a positive thing for the island and why it would be a negative thing for the island
REASONS FOR DEVELOPMENT REASONS AGAINST DEVELOPMENT
Your turn Choose 6 of the bolded words and use them to describe a place that you have traveled to When you are finished share your work with your group___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
(Adapted from wwwonestopenglishcom)
14
Reading 6 Banff National Park - One
BANFF NATIONAL PARK
Match the following words with their closest synonym or synonym phrase (words with the same meaning)
Preserve Exhilarating Glaciers Mammals Heritage Rugged Turquoise Getaway Vast Marvel
VacationSlow moving iceGreen-Blue colourRoughValuedKeep the sameExcitingWarm blooded animalFeel wonder and aweLarge
What kinds of activities and services are provided at national parksCircle the services you think apply
Laundry Restaurants City Tours Swimming Business Meeting Rooms Skiing Accommodations Room Service Fishing Hiking Concerts Housekeeping
Banff National Park- Reading One
Banff National Park (established 1885 6641 sq km) is Canadarsquos first and most heavily visited national park Its eastern gate is located 111 km west of Calgary in the Rocky Mountains Originally set aside to preserve the hot springs for public use Banffrsquos blend of towering peaks and flower-strewn meadows makes it among Canadarsquos most exhilarating holiday areas
The largest cave system in Canada extends for 23km below the Columbia ice fields The glaciers still clinging to upper mountain slopes have helped shape the parkrsquos landscape creating numerous lakes waterfalls and broad U-shaped valleys Forests of pine spruce and alpine fir soften the sides of the mountains and are home to many large mammals including moose elk black bear and the grizzly bear-the parkrsquos most formidable resident Bighorn sheep mule deer and other wildlife can often be seen alongside park roads In contrast the small population of cougar and wolf are rarely seen
Campgrounds resorts alpine and cross-country skiing and 1100km of hiking trails are found outside the Banff town site Over 45 million visitors come to the park each year
(Adapted from httpwwwthecanadianencyclopediacomindexcfmPgNm=TCEampParams=A1ARTA0000494)
15
Comprehension Questions1 Why was Banff National Park created2 What have the glaciers created in Banff National Park3 How many kinds of trees are there in the park What are their names4 What large mammals will you regularly see in the park
Banff National Park- Reading Two
Adventure is calling you to Banff Lake Louise and Banff National Park As a UNESCO World Heritage Site Banff offers rugged beauty unspoiled landscapes and pristine mountain ranges Experience an unrivaled alpine escape at ldquoThe Worldrsquos Finest National Parkrdquo You can also drink in naturersquos wonder at Lake Louise ndash one of the Canadian Rockiesrsquo most beloved destinations with turquoise waters sparkling underneath the towering Victoria Glacier
During your getaway you are sure to love our comfortable accommodations cool restaurants and stores fun activities colorful festivals and unique sights Big impressive mountains metres of dry light powder snow - that is skiing and snowboarding in Banff National Park Banff Lake Louise skiing offers vast terrain with hundreds of kilometres of marked trails from beginner to expert
Banff summer adventures bring you face to face with nature Marvel at majestic wild animals inspiring wild spaces jagged mountain peaks and thickly forested alpine valleys Enjoy abundant Banff Lake Louise summer activities Explore scenic driving routes Take a casual stroll through wildflowers in an alpine meadow or test your extreme limits climbing to the roof of the Rocky Mountains Backpack across rock ridges formed by undersea oceans over 45 million years ago Tee off at a five-star golf course Throw a fish hook in the water walk on a glacier or canoe on Lake Louisersquos turquoise water Finally you could also take a guided trip outside the park for whitewater rafting and ATV fun
(Adapted from httpwwwbanfflakelouisecom)
Comprehension Questions1 What is one of the Rockiersquos most beloved destinations2 What kinds of activities does this reading say you can do at Banff in the summer3 What do you think sounds more interesting-the winter or summer activities Why
Discussion Questions1 What is the difference between reading one and reading two about Banff National Park2 Which one makes you want to visit Banff National Park more Why List some words
that make you interested in traveling there3 Where would we find a reading like reading one4 Where would we find a reading like reading two
16
List some facts and opinions from Reading One and Reading Two
Reading One Reading Two
Facts
Opinions
Reading 7 Cultural Tourism
Welcome to Rural Vietnam
Welcome to a corner of Asia where you willfind a lifestyle that goes back for centuriesFishing on the Mekong Delta farming in Central Vietnam or crafts in Bac Ninh Provincemdashwhatever your own interest we are sure you will find something to delight you in rural Vietnam
Vinh Long ProvinceLocated between the Tien and Hau rivers the fertile lands of Vinh Long nourish thousands of fruit orchards while the countless small islands provide ideal conditions for ecotourism and observing wildlife In addition you will be able to observe the centuriesmdashold activities of Southern Vietnam such as processing rice paper and traditional Vietnamese cooking Especially interesting in Vinh Long is the opportunity to stay overnight in local residentsrsquo homes There is a small but growing number of private homes that offer home stays At the moment they provide accommodation and entertainment for up to 150 tourists per night
Quang Nam ProvinceFor visitors who want to be really active in their holidays we recommend a visit to one of thevegetable farming villages near the town ofHoi An in the central province of Quang NamHere for a day you can toil shoulder to shoulder with a Vietnamese farmer Hosts and guestswork the land planting rice or collecting vegetables that they sell in the local marketsFor lunch you can get to eat colocynth (similar to a bitter apple) and tom huu which is atraditional dish made of vegetables
Bac Ninh ProvinceThe homeland of Quan Ho art has many traditional trade villages In Xuan Lai village you can find excellent bamboo products especially from black bamboo while Phu Lang is famous for its pottery Thousands of ancient pots have been found here and even today there are
17
about 300 families in the village doing pottery work
Tho Ha is famous for pottery but nowadays it has also started to produce wine Another village that is well known for traditional wines is Van on the bank of the Cau River The villagers here are happy to let visitors photograph their wine being made and to try it or to buy it but the brewing process itself is a secret
Finally Da Hoi is a must This 400 year old trade village is famous for its traditional silk cloth and women there still raise silkworms and weave fabulous fabrics that they sell
Check your Understanding1 What can you do in Quang Nam Province if you are feeling active2 What kind of cultural products can we find in traditional Vietnamese trade villages3 Where can up to 150 tourists per night stay in Vinh Long Province4 Which province would you want to visit most Why
Match the vocabulary word from the reading with its closest definition on the rightDelight WorkNourish Skilled workToil CaterpillarTrade Provide forSilkworms Please
Think about all of the places that you would like to experience culturally Where would you go What would you see and do Discuss your answers with a partnerReport your answers back to the class
(Adapted from Tourism 2 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2009 Pg 48-49)
Reading 8 Tourists in a Fragile Land
ECOTOURISM
VOCABULARY IN CONTEXTGuess what the underlined word means in each numbered sentenceCircle T or F for the statement that follows
1 The desert landscape is very flatT F ldquoLandscaperdquo means the way the land looks
2 We must preserve the rain forest because it is the home of many birds that cannot live anywhere else
T F It would be good to cut down the rain forest now so we can use the wood
18
3 The ozone hole may be dangerous to people who live on the earth It is a hole in the ozone layer
T F The ozone layer is made of gases that protect the earth from the bad effects of the sun
4 Some scientists believe that global warming will cause the ice of Antarctica to meltT F The earth will become too hot
5 That island is inhabited only by birdsT F All kinds of animals live there
6 The highest mountain in the world is Mount Everest I donrsquot know how some people can go there because it is such a harsh place
T F Itrsquos really comfortable
7 Next summer I am going to travel to a very remote part of Asia It will take a long time to get there but I want to go to a place where few visitors have gone
T F This is a place thatrsquos easy to get to from the big city
8 His wife said ldquoThink about the consequences if you lose your jobrdquoT F She might want her husband to think about not having any money to pay
the bills for the family
9 The coastal cities of a country are often popular vacation spots because people like to be near the ocean
T F These places are often in the centre of the country
10 The oceans of the world are vast places of waterT F The oceans are smaller than other places of water
11 The ice on the pond was so fragile that the children couldnrsquot ice skateT F The ice could break easily
Making Predictions Tourists in a Fragile LandYou are going to read an opinion essay about tourism in Antarctica The essay was written by a scientist who works there What do you think his opinion will be Choose one
a Tourists should not visit the Antarctica because they may cause problemsb Tourists should visit Antarctica because there is so much for them to learnc Tourists to Antarctica should pay a special tax to help scientists with their work there
19
Tourists in a Fragile Land
As a scientist working in Antarctica I spend most of my time in the laboratory studying ice I am trying to find out the age of Antarctic ice All we know for certain is that it is the oldest ice in the world The more we understand it the more we will understand the changing weather of the Earth Today I had to leave my work to greet a group of tourists who were taking a vacation in this continent of ice And although I can appreciate their desire to experience this beautiful landscape I feel Antarctica should be closed to tourists
Antarctica is a place of important scientific research and it must be kept only for this purpose Many scientists are using Antarctica to study the effects of the ozone hole that was discovered above Antarctica in 1984 They are also trying to understand global warming If the earthrsquos temperature continues to rise the health and safety of every living thing on the planet will be affected Also biologists and botanists study the animals and plants that live on the frozen land trying to understand how life can live in such a harsh environment
When tourists come here they can hurt the environment and interrupt our research Many scientists complain that tourists leave garbage on beaches and disturb the plants and animals In a place like Antarctica it can take 100 years for a plant to grow back after it was picked andtourists taking pictures of baby penguins from cruise ships caused an oil spill that killed many penguins and destroyed a 5 year research project
There is no government here and it is owned by no one Who will protect it Who is responsible for it The scientists are trying but the tour companies making money by sending tourists south are not If we donrsquot protect Antarctica now there may be serious consequences for everyone The ice here holds 70 of the worldrsquos fresh water If the ice melts it will cause devastating floods The ice also acts as a natural air conditioner for our planet Clearly Antarctica should remain a place for careful and controlled scientific research The only way to protect this fragile and important part of the planet is to stop tourists from travelling to Antarctica
Tourists in a Fragile Land1 Look at your prediction you chose about Tourists in a Fragile Land Was your prediction correct
2 Number the following main ideas in the order they appear in the reading
_______ Antarctica has no government_______ The entire world may be affected by problems in Antarctica_______ Many different scientists learn new things by studying Antarctica
20
3 Complete the following outline of the reading with details to support the pointsa Scientists learn new things in Antarctica because it is different from other places How is it different
i ______________ ice in the worldii Itrsquos plants and animals live in a very _____________ environment
b Problems in Antarctica may affect the worldi There is a large ________________ above Antarcticaii It has ____________ of the worldrsquos fresh wateriii The ice acts as a natural _________________ for the earth keeping it cool
4 The following statements are false Rewrite the false statements to make them truea The oil spill caused by a cruise ship killed many scientistsb The writer of the essay knows the age of Antarctic icec Biologists and Botanists study the scientists that live on Antarctica
Reading 9 Travel Journal A Tourists Experience
Travel Journal ndash A Touristrsquos ExperienceChile South America February 16The sunlight was shining so brightly as our plane flew over the snow covered Andes mountains which seem to go on forever
Island of Cape Horn February 16We spent the morning at a small church named Star of the Sea This is a quiet place where visitors are invited to remember all of the international sailors who died here They were all trying to sail around the southern part of South America and many of them lost their lives at sea
Drake Passage-aboard the tour ship Explorer February 19We were welcomed today by the captain and crew They gave us warm Antarctic jackets and introduced themselves to us Sea birds followed the ship closely sailing in the cold wind As we headed south we saw a pink ship in the distance Our captain explained that it was not a ship but an iceberg-the first one of our trip The more I saw the more I wanted to learn about this unique and beautiful place
Deception Island Antarctica February 21We landed on Bailey Head where thousands and thousands of penguins greeted us The crew gave us rules to follow to protect the environment We were told to bring all of the trash that we could find on the ice back to the boat because a scientist on the ship is studying how much garbage is created by tourists in Antarctica each year We were also told not to disturb or feed the penguins because it is harmful for them
21
Paradise Bay Antarctica February 25Today we reached the mainland of the continent Our guide helped us walk through snow to the peak of an iceberg 500 feet above the sea We heard the noisy sound of penguins and later we explored the mountains of ice in motorized rafts It was incredible I always thought ice was white but here in Antarctica it is blue because it absorbs all of the colours of the rainbow except blue All around us are mountains of ice that no one has ever explored It amazed me to think that no human has ever walked on these It is so beautiful We need to help protect this special environment When I get home it will be hard for me to explain what my trip was like but I will try
A Travel Journal
1 What kind of person do you think this tourist is2 Do you think she did anything that was dangerous to Antarctica Explain3 Which part of her trip did she enjoy the most Which part would you enjoy the most4 What did people do on this trip to protect Antarctica and keep it clean5 The chart below compares the views of the scientist with the views of the tourist Look back at Tourists in a Fragile Land and A Travel Journal and fill in the missing information
OPINIONS OF THE SCIENTIST OPINIONS OF THE TOURIST
1 The Antarctic environment must be preserved for research
1 As tourists learn about Antarctica and return home to tell their friends and family about its importance they may want to help preserve the environment of Antarctica
2 2 Tourists can help scientists with their experiments (collecting garbage for research)
3 Tourists donrsquot care aboutAntarctica
3
6 Which opinion do you agree with more-the scientists or the tourists Are there certain places in the world tourists shouldnrsquot be allowed to travel
(Adapted from Northstar Reading and Writing Intermediate 2nd ed Unit 6)
22
Reading 10 GAP Adventures
CORPORATE PROFILE GAP ADVENTURES
If you are tired of the one-week-in-the-Florida-sun vacation and want to do something exciting and off the beaten path then GAP Adventures is the perfect company to turn to They provide more than 600 different itineraries in more than 100 countries and have during the last yearsgiven more than 20 000 travelers the adventure of their lifetime This year approximately 15 million more people are expected to visit their web site some of them to change their lives forever
Their philosophy ldquoThe Freedom of Independent Travel with the Security of a Grouprdquo has been practiced since the start They respect their travelers as individuals and there is no requirement to be athletic to go on one of their trips The only thing needed is to have the spirit of adventure and the desire to experience a world totally different from what you areaccustomed to
Also the concept of responsible tourism is very important to GAP Adventures and they come and go and interact with the local populations leaving behind them only footprints Their commitment is to support local people and communities and to protect the environment they travel in To that end GAP Adventures developed Planeterra-the GAP Adventures Foundation that gives back to the people and communities their passengers visit on their trips
They hire people in different departments like Operations Product Sales and Marketing employing more than 300 staff worldwide Maybe the most obvious choice for you is the position as a GAP Tour Leader In this position you make peoplersquos holiday dreams come true and make sure all passengers have an enjoyable time
The local hostel where you spend the night is your home and your office is your backpack On your way to work you might have to hike the Inca Trail or canoe down the Amazon River This is the perfect job for you if you are passionate about different cultures travel and care about sustainable tourism
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 73)
GAP Adventures1 Match the following words from the reading on the left to words on the right that are closest in meaningAccustomed Spirit of adventureItineraries Philosophy Desire
uncommon placecourageresponsibleguiding beliefinterest
23
Off the beaten path Sustainable
familiar witha planned route
2 How is GAP different from other holiday tour operators3 What does ldquoleaving behind them only footprintsrdquo mean4 What is Planterra5 True or Falsea The GAP philosophy is ldquoThe Freedom of Independent Travel Without the Security of a Grouprdquob GAP Tour Leader is the perfect job for you if you like to be alone and sleep on the beach all dayc GAP Adventures has traveled with more than 20 000 travelersd Travelers must be athletic to travel with GAP
Reading 11 A Day in the Life of Richard Spacey
A DAY IN THE LIFE OF RICHARD SPACEYCruise Director Royal Caribbean International
Voyager of the Seas one of the largest and most innovative cruise ships ever built has a total guest capacity of 3700 with 1200 crew members Voyager of the Seas is a revolution in the cruising industry A floating city she features the worldrsquos first floating ice skating rink a rock climbing wall an inline skating track and the largest and most advanced theatre on the seas There is a four-story Royal Promenade shopping and entertainment area the entire length of the shop that acts as the main area for the ships activities and entertainment Cruise director Richard Spacey was very important in organizing the entertainment and activities program aboard with a support staff of 130 people What follows is an account of a day in the life of the cruise director of one of the largest cruise ships in the world
MONDAYmdashFIRST DAY AT SEA
730-830 am- Yesterday 3650 guests came aboard the ship in Miami and we headed for our first port of call Labadee our own private island on the coast of Hispaniola Before most of our guests arrive I plan and submit our daily activities schedule for the whole voyage to our hotel director Three couples were married in the wedding chapel yesterday and they are included in the 108 couples that have chosen to spend their honeymoon with us I have organized a special party later in the week to celebrate this happy occasion The youth activities manager reports that there are more than 600 children aboard ranging in age from 3 to 17 We offer a special deck and pool areaarcade for children in addition to our extensive youth facilities which include a teen dance hall
24
I oversee the cruise management team consisting of youth activities international guests shore excursions and business group functions including seminars group meetings presentations and cocktail parties
845-930am- Hotel directorrsquos meeting All of the division heads in the Hotel Department meet to discuss the daily operation of this floating hotel Todayrsquos agenda includes a monthly safety meeting Each division head presents his or her monthly report on safety and environmental protection Hospitality and the safety of our guests and crew are our top priorities
945-1030am- The start of my public duties I give a daily announcement and an explanation of all the activities and entertainment happening on the ship I start my morning walk around Time to start the first session of Jackpot BINGO for the week I walk by two acrobats performing for our guests on deck to entertain them They play different characters through the cruise and add quite a lot to the guest experience
The ice rink is busy with guests skating at our first All Skate session There are several sessions throughout the day The ice skating cast of performers are responsible for running the session as well as skating in our Ice Show
1100-1200noon-Time to change out of my day uniform into a business suit and put on stage makeup for the taping of our onboard talk show called ldquoVoyager Liverdquo I am one of the main sources for revenue making on board The television show is great on a small floating city 37 channels offer safety information music shopping tips CNBC CNN ESPN and free movies in several languages
Noon - Lunch with the staff in the Officers and Staff Dining Room
100-230pm -Change out of my business suit into shorts and a t-shirt to introduce the Belly Flop Competition at 130 at the pool Always a ldquobigrdquo event among our guests Quite a few laughs This is followed by cruise style horse racing We pick six people who move six wooden horses by a roll of the dice The betting is fierce as all of the guests cheer their favourite horses on Everyone loves the horse racing I am the track announcer for three horse races
I stop by the Sports Court to check out the action The sports court is full of families enjoying our Family Hour activities with the youth staff We offer a nine hole mini golf course golf driving simulator full court basketballvolleyball inline skating table tennis and a rock climbing wall that rises up 200 feet
300-830pm -First a POWER NAP The day will not end until about 1230am Being available all of the time is very exhausting The nap will help me stay up late
After I go back to the office to catch up on email and help organize the office It is also time to work on budgets and revenue predictions for next year
25
At dinner hour I got to the main deck to speak with the guests at the Welcome Aboard reception The captain gives his welcome speech and then we send them off to their dinner or the show at 830
At 830 I meet in the Champagne Bar with the hotel director before dinner Tonight we will entertain guests who are on their 50th cruise and also a company who is thinking of booking 700 guests on a future cruise with us
900-1230am -I introduce the entertainment for the night in our main theatre for the guests After dinner and dessert I introduce the same show for the second seating and watch the show for quality control After the show finishes I do a final walk around the lounges on the ship with my assistant We have live music playing everywhere and karaoke has just finished in one of the main lounges The dance hall is full because of singlesrsquo night tonight and there are a few couples enjoying music in the Jazz club
A long full day Time for bed because I have to be on the deck at 800 am to welcome our guests to our first destination Labadee
Discussion Questions
PART A (730-945am)1 What does Richard do before most of the guests arrive2 How many guests are on the Voyager of the Seas How many of those are children3 What departments does Richard Spacey oversee as Cruise Director4 What is the agenda at the Hotel Directorrsquos meeting
PART B (945-100pm)1 What kind of announcement does Richard make at 9452 Who does he meet performing on the deck and what are they doing3 What two activities has Richard organized to start during this time4 Why does Richard have to change into a business suit at 11
PART C (100-830pm)1 Why does Richard change out of his business suit and into a pair of shorts2 What two events are very popular among the cruise ship guests3 What services do they offer at the Sports Court
PART D (830pm-1230am)1 Why does Richard take a nap during the middle of his business day2 Who does Richard have dinner with at 830 Why are they special3 What events has Richard organized to occur at night for the guests
26
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 53-54)
Follow up ndash Watch Royal Caribbean movie Royal Reunion directed by James Brolin Find on youtube New Royal Caribbean Movie Royal Reunion -- The Short Film Directed by amp Starring James Brolin or on Royal Caribbean website wwwroyalcaribbeancom
Reading 12 Focus on Recreation Hospitality and Recreation Inextricably Intertwined
FOCUS ON RECREATION Hospitality and Recreation Inextricably Intertwined
By Bart Bartlett PhD Professor Penn State Universityrsquos School of Hospitality Management
Americans have more leisure time than ever before and as leisure time has grown leisure activities have evolved and grown as well As a result there are many opportunities for recreation and for careers in recreation management This includes positions in commercial recreation (resorts themed resorts the ski industry) in non commercial recreation (national parks) and in golf clubs and sports venues
In many situations recreation and hospitality go hand in hand When a ski trip combines recreation on the slopes with food and beverage services in the hotel or when a hotel guest uses the hotelrsquos business services and the spa recreation and hospitality are both involved When a convention centre hotel provides rooms food and beverage coordinates meetings and also organizes group activities during the conference hospitality and recreation begin to merge
Resorts and resort hotels are an example of the combination of hospitality and recreation A mega-resort such as Walt Disney World Resort provides a clear example of this point On a Disney vacation a family may enjoy lodging and food and beverage services provided by hotel staff and management trained in hospitality go into the park itself to enjoy attractions and shows arranged and managed by a recreation specialist take a break to enjoy foodservice provided by a hospitality provider and at the end of the day enjoy dinner provided by the hospitality staff and entertainment or dancing arranged by a recreation professional
From this example alone it is clear that the commonalities in settings services and focus on guest satisfaction indicate that hospitality and recreation do indeed work together closely
VOCABULARY
27
Look at the words below With a partner try to think of the definitions of the words below by looking at the words in context from the readings Write down the definitions and compare with another set of partners
EVOLVEDOPPORTUNITIESCOMMERCIALVENUESGO HAND IN HANDCOORDINATESMERGEMEGACOMMONALITIES
Check your Understanding1 What are some areas where you can work in recreation management2 List 3 examples where hospitality and recreation ldquogo hand in handrdquo3 Think of some other places like Walt Disney World where hospitality and recreation work closely together Explain how the two work together
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 374)
Reading 13 Beverage Industry
Java Coffee House CASE STUDY
Michelle Wong is manager of the Java Coffee House at a busy location on Union Street in San Francisco USA Michelle says that there are several challenges in operating a busy coffeehouse such as training staff to handle unusual circumstances For example one guest consumed a cup of coffee and ate two-
thirds (23) of a piece of cake and then said he didnrsquot like the cake so didnrsquot want to pay for his order
Another problem is suppliers who quote good prices to get her business and then two weeks later raise the price of some of the items Michelle says that the young employees she has at the Java Coffee House are her greatest challenge of all According to Michelle there are four kinds of employeesmdashlazy good but not responsible those who steal and great ones who are no trouble
Discussion Questions
28
1 What are some suggestions for training staff to handle unusual circumstances like the one in the case study
2 How do you ensure that suppliers are delivering the product atthe price promised
3 What do you do with lazy employees
4 What do you do with irresponsible employees
5 How do you deal with employees who steal
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 340)
Reading 14 Corporate Profile Starwoods Hotels
Corporate Profile Starwood Hotels
Starwood is one of the worldrsquos largest hotel and leisure companies Its brand names include St Regis the Luxury Collection Sheraton Westin W and Four Points by Sheraton Through these brands Starwood is well represented in most major markets around the world
Operations are grouped into two business segments hotels and vacation ownership operations Revenues and earnings come primarily from hotel operations which include the operation of owned hotels management and other fees earned from hotels managed through contracts and the collection of franchise fees
Second Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80countries and is made up of 140 hotels
29
Next Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts There are 19 vacation ownership resorts in the United States and the Bahamas
Fourth Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition The luxury brands continue to find new customers while maintaining loyalty among the worldrsquos most active travelers The strength of the Starwood brand is proven by superior ratings received from hotel guests and industry magazines The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list
Fifth Starwood has sophisticated and diverse hotel properties throughout the world including the St Regis in New York City the Phoenician in Scottsdale Arizona the Hotel Gritti Palace in Venice Italy the St Regis in Beijing Chinarsquo and the Westin Palace in Madrid Spain These are among the leading hotels in the industry and they provide the highest quality and service
Finally Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises Starwood plans to meet these goals by taking advantageof its large customer base and reach in the industry to reduce costs The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals more challenging
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 566)
Match the sentence parts to make correct definitions1 Starwoodrsquos strong brand a comes primarily from hotels2 Revenue at Starwood b is proven by high ratings from guests and industry
magazines3 Luxury and upscale hotels c help to increase Starwoodrsquos global presence totaling 733
hotels4 Franchised hotels d continue to visit Starwood hotels because of the high
quality and service5 Loyal Travellers e represent the majority of Starwoodrsquos hotel properties
Look at the statements below Put lsquoMrsquo next to the statement that is the MAIN IDEA Put lsquoSrsquo next to the statement that is a SUPPORTING IDEA or DETAILParagraph 1a Starwood is one of the worldrsquos largest hotel and leisure companies _______b Operations are grouped into two business segments hotels and vacation ownership operations ______
Paragraph 2
30
a Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80 countries and is made up of 140 hotels ______b Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry ______
Paragraph 3a There are 19 vacation ownership resorts in the United States and the Bahamas _______b Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts ______
Paragraph 4a Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition _______b The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list ______
Paragraph 5a These are among the leading hotels in the industry and they provide the highest quality and service ______b Starwood has sophisticated and diverse hotel properties throughout the world _____
Paragraph 6a Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises ______b The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals morechallenging ______
Match each word from the reading with a definition Write the letter of the definition next to the word1 Brand a worldly cultured and refined2 Revenue b a part of the whole3 Segment c different in design and services4 Loyalty d a product or image created by a company5 Sophisticated e make good use of something for personal benefit6 Upscale f above average in quality of high rank7 Diverse g permission given by one company to another to sell its products
and services8 To take advantage of h income9 Franchise i expensive and wealthy sector of the market10 Superior j support and confidence in a person or company
31
Complete each sentence below using one of the words from above Be sure to use the correct form of the word Not all words will be used1 The company decided to hire Nicholas over all the other applicants because he had __________ skills and experience2 Companies reward customers for their __________3 John spoke with the manager at his local McDonalds to see how he could open up his own ____________4 Elena has travelled all over the world and she can speak 4 different languages She is so ______________
Reading 15 Hospitality is Offering a Cup of Kindness
FOCUS ON SERVICEHospitality is Offering a Cup of Kindness
William B Martin Cal TechmdashMonterey Bay
Customer service is the primary focus of hospitality It is what hospitality is all aboutmdashwhat we do If you are interested in a hospitality career it is important to understand and learn as much as possible about customer service and particularly how to be successful at it Your success will come from a complete understanding of hospitality
Letrsquos begin by exploring why we provide hospitality Why are hospitality businesses in business What is the primary purpose of a foodservice operation A lodging travel or tourism related business Is it just for money Many of you might answer lsquoyesrsquo to this question But as you will see hospitality is much more than just about money Money is important but it is not the primary purpose of hospitality
Our job is to enhance the lives of those people (guests customers passengers etc) to whom we are dedicated to serve Yes it is that simple Our job is to make the lives of others better in a small way or big way it makes no difference Whatever it is we are out to make peoplersquos lives on this planet a little bit better or maybe even a lot better This is our purpose It is where we find meaning We enhance their lives through service and begin by understanding what it is they need The problem is that all of our guests come with many needs Some we can meet some we canrsquot If you can work toward helping them satisfy these needs you can go a long way toward making their lives better through kindness Quality customer service demands that service providers understand what it is that you want Kindness after all comes through understanding Kindness is demonstrated by making everyone feel welcome
Quality customer service also requires that we make all our guests feel so comfortable that they donrsquot need to worry because they are in good hands Whether they deserve it or not they should be made to feel important Why Because we all have a need to feel important This is our job
32
We need to stay focused on the primary purposes of hospitality We need to understand the power of kindness and the importance of satisfying the basic needs of our guests Hospitality and customer service success are found in our ability to enhance the lives of others through how we treat themmdashwith a little cup of kindness
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 17)
FOCUS ON SERVICECHECK YOUR UNDERSTANDING
1 What is the main idea of this reading passage What detail does the author use to support this point
2 According to the article which of these statements would a successful hospitality employee agree withA I always focus on making money when I am workingB I enjoy making the guest feel comfortable and importantC Only the employees who speak with guests need to focus on customer service and kindness
3 Use the vocabulary from the crossword to complete the sentences below Be sure to use the correct form of the wordA Most English teachers try to think about the language___________ of their students when they design their lesson plansB Students who are ___________ to learning English study it every single day These students _________ their high grades and praise from the teacherC The ________ in Rm 118 has checked out He left the housekeepers a large tip for their excellent and fast __________D Irsquom never shopping at this grocery store again The ________ of their food is horribleE Oh no One of the ________________ for my wedding has cancelled
Reading 16 Hotel Guest
Checking Out a Guest CASE STUDY
33
A guest walked up to the front desk agent in an upscale hotel ready to check out As she would usually when checking out a guest the agent asked the guest what his room number was The guest was in a hurry and showed his anxiety by responding ldquoI stay in a hundred hotel rooms and you expect me to remember the room numberrdquo
The agent then asked for the guestrsquos name to which he responded ldquoMy name is Mr Johnsteinrdquo After asking him to repeat himself the agent began to look for the guestrsquos last name but the name was not listed in the computer Because the man had a heavy accent and the agent assumed that she had misunderstood him she politely asked the guest to spell his last name He answered ldquoWhat Are you an idiot The person who checked me into the hotel last night had no problem checking me inrdquo Again the agent looked on the computer to find the guest was not in the system
The guest becoming even more frustrated said ldquoI have a plane to catch and it is ridiculous that it has taken you this long to check me out I also need to fax these papers off but I need to have them photocopied first and the agent responded ldquoThere is a business center at the end of the counter that will fax and photocopy whatever you needrdquo The guest replied ldquoIf I wanted your opinion I would have asked you for it Havenrsquot you ever heard of customer service Isnrsquot this a five star hotel With your bad attitude you should be working in a three star hotel I canrsquot believe they let you work here at the front desk Havenrsquot you found my name yet
The agent who was beginning to get upset asked the guest again to spell out his full name The guest angrily replied ldquoHere are my papers I want faxed if you are capable of faxing themrdquo The agent reached to take the papers and the guest shouted ldquoDonrsquot grab them from my hand You have a bad attitude and if I had more time I would talk to someone about getting you removed from your position to a hotel where they donrsquot require such quality of customer servicerdquo
The agent was very upset but kept herself calm to prevent the guest from getting annoyedThe agent continued to provide service to the guest sending the faxes and making the photocopies he had requested Upon her return the agent again asked the guest to repeat his last name because he had failed to spell it out The guest replied by spelling out his name ldquoJ-o-h-n-s-t-o-n-erdquo The agent was finally able to find his name on the computer and checked him out while he continued to verbally attack her The agent finished by telling the guest to have a nice flight
Discussion Questions1 Should the front desk agent have called the manager over to finish the checkout Or should she deal with the rude customer herself2 Would you have handled the situation the same way If yes explain why If no what would you have done it differently
Prepare to share your ideas with the class
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 pg 159)
34
Reading 17 Trends in Visitor Attractions
Trends in Visitor Attractions
What changes have there been in the development of attractions over the years Think about the difference between attractions when your parents were your age and what they are like now
Take a look at the reading below and see if your predictions were correct
INSIDE TOURISM THE CHANGING FACE OF THE lsquoATTRACTIONS INDUSTRYrsquo
As the wishes and tastes of tourists and visitors change tourist attractions have to change as well In the last twenty or thirty years there have been some significant developmentsNatural attractions like sandy beaches and mountains cannot change very much but there have been developments in particular a concern to preserve the environment and to make any buildings fit into the natural context
Perhaps the greatest changes have been in man-made attractions like museums and historic sites which have been redesigned to make them more interesting and entertaining places to visit while still maintaining their role of teaching visitors about the past In many of them the aim is not just to display the past but to take visitors into the past in an interactive waySome have been converted into lsquoliving museumsrsquo where actors in costumes meet the public and play the roles of characters from the past In others history is made vivid and exciting through the use of realistic waxworks animatronic models sounds and even smells to conjure up a sense of the past
Traditional festivals by definition are unchanging but there has been a trend to increase the number of special events and festivals as cities realize that holding a music festival or an arts event is a good way of attracting tourists
Entertainment and leisure facilities are always having to reinvent themselves In the developed world the simple rectangular swimming pool for example is no longer enough-it has to be a water park with flumes chutes splash zones and wave machines
The tourist is always looking to discover new attractions (as if their happiness depends on it) and because of this the lsquoattractions industryrsquo has to keep on changing
Check your Understanding1 Why do tourist attractions have to change
35
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
Niagara Falls in Ontario Canada is a destination unlike any other From the top of the Skylon Tower (775 feet up) to the base of the Horseshoe Falls (188 feet down) Niagara Falls is an awe-inspiring vacation destination
The Falls give off a round-the-clock roar a refreshing mist and a reminder of just how wondrous our natural world is From the marvel of gazing at the Falls from innumerable look-out points to adrenaline-fueled activities like whitewater jet boats there are many ways to experience them including many Niagara Falls attractions for all ages
There are many ways to get up close to the Falls put on the famous blue raincoat and jump aboard the Maid of the Mist go right up to the base of Niagara Falls walk behind them at Journey Behind the Falls or fly over them in a helicopter ride And thatrsquos just the beginning
Even at night the Falls are impressive The nightly illumination means you can enjoy them from anywhere you have a Falls view from your Niagara hotel restaurant cocktail lounge or observation deck Every Friday to Sunday during the summer months and on special occasions Falls Fireworks add a little extra colour to the display
If you want to explore the town Niagara Falls is a bustling destination full of activities for most everyone vineyards and world-class golf courses kid fun at Clifton Hill fine dining and casual eateries casinos and live Niagara entertainment spas and leisurely country drives to Niagara-on-the-Lake cycling adventures and hiking trails Visit Niagara and experience it forever
(Adapted from httpwwwniagarafallstourismcomexploreniagarahtml)
Follow-up ndash Watch ldquoBehind the Fallsrdquo and ldquoHelicopter RiderdquoIn groups Plan a 3-day trip to the Niagara Region
Reading 3 Avoiding Cultural Taboos
A How well do you know your own culture Write a rule for correct cultural behavior in each of the following areas dining _____________________________________________________introducing yourself in a business setting _________________________wearing certain colors of clothes ________________________________being punctual ______________________________________________ physical contact _____________________________________________ smoking ____________________________________________________
B Compare your answers with a partner Then discuss what happens when someone breaks each of the rules you wrote
5
A Under which subtitle would you expect to find the following topics Match the topics with the subtitles
1 kissing _____a Speech and gestures 2 covering your shoulders _____b Religious customs 3 pointing at someone _____c Sensitive topics 4 wrapping paper _____d Displaying affection 5 asking too many questions _____e Choosing gifts6 clocks and fans _____f Opening gifts
B Now scan the subtitled sections to see if you were correct
C Read the passage then answer the questions that follow
Avoiding Cultural Taboos
Thanks to the speed and convenience of modern travel destinations that used to take a long time to travel to can now be reached quickly and easily Even though jet flights make far-off locales seem close they may still be different from your home country in various important ways Therefore it is important to adapt your behavior so that you dont insult or offend the local people Here are some tips that will make communication easier and your trip more enjoyable
1 Speech and gestures Never raise your voice in order to make yourself understood If you do not know the word for something in the local language or cannot make yourself understood verbally try drawing a picture or pointing to an object Remember though that pointing directly at a person can be highly offensive in some cultures If you have to point something out do so by gesturing towards the object with the palm of your hand flat facing upward and your fingers outstretched Before you travel try learning some basic words or phrases of the local language Most useful are those that express gratitude and politeness such as words for please thank you and may I as well as basic greetings
2 Religious customs Consider the main religion of the country you plan to visit and read about any taboos related to clothing especially if you plan to visit places that are considered sacred As a precaution bring conservative clothes such as shirts or T-shirts that cover your shoulders and long trousers
3 Sensitive topics
6
Avoid topics of conversation that you think may be sensitive If a topic is sensitive in your own culture it will more than likely be the same in other cultures Feel free to show interest in the history and customs of the place you are visiting but dont ask too many questions about why things are done a certain way you may offend the local people
4 Displaying affection Keep in mind that in many cultures displaying affection in public is considered taboo Kissing on the street or in public places is unacceptable behavior and should be avoided If you are unsure of how to behave watch the local people and copy them-if they dont behave in a certain way you probably shouldnt either
5 Choosing gifts If you are traveling on business or plan to stay with a host family and you wish to take a gift do some research The idea of the perfect gift varies greatly from country to country and one of the easiest ways to offend somebody is to give the wrong gift In China it is taboo to give clocks and fans The Chinese word for fan has a similar sound to the word for separation while the sound for clock is similar to that of death In Japan gifts should never be given in sets of four as the sound of the word four in Japanese is similar to the sound of the word meaning death
6 Opening gifts The opening of gifts is also treated very differently around the world In many Western countries do not be surprised if your hosts immediately tear the wrapping paper from a gift in great excitement They will then tell you how wonderful the gift is even if they do not like it In most Asian countries it is considered impolite to open gifts in front of the gift-giver for fear of offending the person
Wherever you go in the world always be tolerant of the local customs Avoid being critical try instead to show respect for the values of the country you are in even if you do not necessarily agree with them
1 The author of the reading passage has most likely __ a traveled a lot b taught at a university c written several books
2 According to the reading which articles of clothing should YOIJ plan to travel with a a T-shirt and shorts b a jacket and hat c pants and a long-sleeved shirt
3 If a topic isnt appropriate to talk about in your country it probably __ okay to talk about in another country
a might be b should be c isnt 4 According to the reading __ is not appropriate behavior in many countries
a kissing in public b expressing gratitude c giving presents 5 According to the reading the best gift to give someone from China is __
a a fan b a clock c neither a nor b B The statements below are about the reading Complete each one using the correct word or
7
phrase 1 Itrsquos useful to learn words for please thank you may I as well as ________________2 When youre unsure about how to behave watch the ______________ 3 The Chinese word for clock and the Japanese word for four both have the
same sound as the word meaning _______________ 4 In Asian countries it is considered impolite to open gifts ______________the giver of the gift 5 While in another country if a local person cant understand something you are saying try _____________or pointing to the object
C Critical ThinkingDiscuss these questions with a partner 1 Which topic that the author covered do you think is the most important Why 2 What other topic could be included in this reading passage
VocabularyA Look at the list of words and phrases from the reading Match each with a definition on the right 1 far-off a place 2 locale b patient able to bear annoyance well 3 adapt c deserving of religious respect 4 gratitude d a feeling of liking or love 5 sacred e not modern cautious 6 conservative f thankfulness 7 affection g pointing out what is wrong 8 tolerant h change to be more suitable 9 critical i distant
B Compete the sentences below using the vocabulary from A Be sure to use the correct form of the word 1 When Jamie moved into her own apartment it took her a while to _________ to living alone 2 Claras father has some very _______________beliefs For example he thinks a woman shouldnt work after she gets married 3 After receiving a gift in the United States its common to send a thank-you card to express ones ________________ 4 That beach community has become a favorite ________________for retired people to live in 5 Jacks parents are too ___________of their sons bad behavior They let him do whatever he likes 6 Hiromi has a great deal of ______________for her grandfather and visits him at least once a week 7 Ive been to many neighboring countries but Ive never traveled to any really _____________ places 8 Kristin and Marcus disagree a lot and they are very _________of each others opinions 9 Churches mosques and temples are ____________places for religious activities
8
(Source Anderson N J Active Skills for Reading Book 3 Unit 1 pages 17-20)
Reading 4 Culture and Body Language
BODY LANGUAGEOrder the following elements of communication in terms of importance tounderstanding the messageWords _____Tone of Voice _____Facial and Body Expressions ______
You might be surprised by the answer
Much of the impact you create an interview is based on your body language and getting this right is essential The way you walk sit and act may influence your interviewerrsquos opinion of you as much as what you actually say
Here is a list of body language behaviour in North America Categorize them as either negative body language or positive body language
Staring at the floor Direct Eye Contact Strong Handshake Nodding Sweating Crossing your arms Pointing with your finger Playing with your clothesSmiling Standing or sitting very close to another personGood Posture Leaning closer to another person Fidgeting Looking at your watch
Positive Body Language Negative Body Language
(Adapted from Cambridge English for Job Hunting Cambridge University Press Colm Downes 2008 Pg 50)
What are some examples of positive and negative body language in China
Positive Body Language Negative Body Language
9
When we communicate with other people it is not only our words that contain the meaning An important part of that meaning comes from what is called non-verbal communication By this we mean facial expression gestures with hands arms legs the way we sit or stand the way we touch other people the distance we keep between ourselves and the people we are talking to our dress and our appearance All these say something to other people
Facial expressions and gestures are used by everyone often spontaneously even unconsciously Smiling for example is found in most cultures as a sign of happiness or pleasure Gestures such as pointing waving shaking or nodding the head are also widely used although the gestures themselves do not always mean the same in every culture I once asked a Portuguese student why bank officials in Lisbon seemed so unhappyndash sorry Lisbon bank clerks but its true ndash and he told me that if they smiled too much they would not seem serious about their work
Because many non-verbal messages are culture specific they can cause a lot of misunderstanding between people from different backgrounds Northern Europeans and Americans for example like to keep a certain personal space between themselves and others and feel uncomfortable if people come too close to them In these same cultures it is considered impolite to stare but Greeks it is said feel ignored if people do not stare at them in public Europeans usually change their facial expression to show happiness anger boredom sadness For this reason they call oriental people mysterious because they change facial expression much less
In styles of dress we also make important statements about ourselves Dress codes vary greatly from one culture to another and it is easy to make mistakes about peoples status if you dont know the cultural norm In Mediterranean cultures bank officials and similar employees wear short-sleeved open-neck shirts and no jackets This casual dress would not be acceptable in northern Europe where suits and ties are a sign of seriousness Ambitious women in western cultures wear classic clothes in plain colours to indicate their dedication to career
One of the main differences between verbal and non-verbal communication is that we are often not conscious of the expressions and gestures we use and so we are in danger of giving more information than we really want to or even of giving a conflicting message with our body language to the one expressed in our words
Check your Understanding
Choose the best answer1 Body Language is
a The way we dressb The expressions on our facec Non-verbal communication
2 When we do something lsquospontaneouslyrsquo (line 7) we do ita immediately
10
b after careful thoughtc reluctantly
3 lsquoStatusrsquo (line 24) meansa conditionb position in societyc age
4 lsquoClassic clothesrsquo (line 28) area fashionable wearb casual dressc sensible and traditional clothes
5 A lsquoconflicting messagersquo (line 32) gives peoplea useful informationb confusing informationc wrong information
Posture is the word used to describe the way we use our whole body We can stand straight and still we can sit back in a relaxed manner we can fold our arms cross our legs we can lie down we can jump about Each posture reflects our emotion and attitude
Match the description of a posture to an attitude or emotion
POSTURE EMOTION
Sitting and crossing your arms Keeping eye contact Raising your eyebrows Moving your shoulders up and down (shrugging)Sitting and tapping your fingers on the tableFidgeting with your clothes Leaning forward in your chair
InterestBoredomAngerSurpriseNervousnessDisinterestConfidence
In pairs discuss the following questions1 How could your body language cause problems in an interview2 How can you avoid these problems
(Adapted from httpwwweslteachersboardcomcgi-binlessonsindexplnoframesread=917And Cambridge English for Job Hunting Cambridge University Press Colm Downes 2008 Pg 50)
Reading 5 My Time on Coconut Island
11
Coconut Island
1 How would you describe the building in this picture
Modern Old Clean Dirty Pristine Run-down Simple Luxurious
Would you vacation at a location like this WhyWhy not If no what kind of accommodation would you prefer
2 Is this an example of formal (ex business letters and resumes) or informal (ex emails and magazines) writing List examples of why you think it is either formal or informal
3 What are some positive things the writer has to say about Seaview Resort and Coconut Island What are some negative things the writer has to say
My Time on Coconut Island I was told Coconut Island was developing fast I understood that this meant it was once a pristine island heading towards environmental destruction caused by uncontrolled tourist development Perhaps they meant it in a more positive light I wasnrsquot sure I went there to find outDriving down the east coast expressway you donrsquot see much The landscape is pretty flat most of the way with just a few trees and roadside shacks selling pineapples Oh and of course the usual construction workers widening and
12
improving the road However once you get to the end of the road and the ferry terminal you look across the sea and see a huge mountainous island rising up in front of you I felt excited and a little nervous
We crossed the water without any problems but left the ferry stuck behind trucks carrying construction materials ready to pour concrete all over this beautiful island Although we knew the sparkling white beach was just meters from the road we couldnrsquot see it for some time Not because of palm trees but because of all of the shops selling tourist merchandise and all the dust thrown up by the construction trucks Fortunately the tourist shops thinned out within 20 minutes and shortly afterwards we arrived at our destination Seaview Resort We werenrsquot disappointed We had been promised fine white sand and clear turquoise water and we got it Only problem was there was just a few feet of white sand and that was mostly covered in beach towels from other tourists who had got there before us Ah well not to worry We could explore up the beach for a quiet spot later We checked out the rooms and facilities and everything was just as you would expect from a mid-range hotel It also had quite a nice little restaurant right on the beach and therefore great for a cold beer and our first sunset It was perfect
The following morning after cold bacon and eggs for breakfast it seemed that the same people from yesterday were hogging the sun beds and beach space again so we decided to walk down the beach and explore a little further In actual fact I was pleasantly surprised I was expecting the whole beach to be lined with resorts packed side-by-side but actually on this beach there was still plenty of space for developers The closest buildings to us were a couple of beachside family-run cheap-and-cheerful restaurants with bamboo chairs and tables At 300 meters away they were also just too far away for most of the package tourists And this was generally where we spent most of our days An added bonus was that at the shack- White Sands to give it its official name (the name was on a piece of driftwood tacked to a nearby palm tree) the food was far far better than the resortrsquos Whereas the resort chef had removed any local flavour from the food the White Sands staff had managed to keep their food authentic
So most of our days were spent relaxing by the sea but one day we went for a cruise around the island While we were travelling we could see all of the development on Coconut Island There were plenty more resorts being built and the green forests of palm trees became bare hills of tourist development However on the cruise we had a chance to snorkel and swim After a couple of hours in the sun we returned home to rest
Before too long our trip on Coconut Island was over Overall I was pleasantly surprised Okay itrsquos getting developed but you can still find pristine and peaceful beaches by spending a little bit more effort to get there In general most of the development is on the beach and so the interior is still beautiful Itrsquoll take another few years yet to spoil it so my advice is to enjoy it while you can
13
Working with the other students in your group think of some ideas why development would be a positive thing for the island and why it would be a negative thing for the island
REASONS FOR DEVELOPMENT REASONS AGAINST DEVELOPMENT
Your turn Choose 6 of the bolded words and use them to describe a place that you have traveled to When you are finished share your work with your group___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
(Adapted from wwwonestopenglishcom)
14
Reading 6 Banff National Park - One
BANFF NATIONAL PARK
Match the following words with their closest synonym or synonym phrase (words with the same meaning)
Preserve Exhilarating Glaciers Mammals Heritage Rugged Turquoise Getaway Vast Marvel
VacationSlow moving iceGreen-Blue colourRoughValuedKeep the sameExcitingWarm blooded animalFeel wonder and aweLarge
What kinds of activities and services are provided at national parksCircle the services you think apply
Laundry Restaurants City Tours Swimming Business Meeting Rooms Skiing Accommodations Room Service Fishing Hiking Concerts Housekeeping
Banff National Park- Reading One
Banff National Park (established 1885 6641 sq km) is Canadarsquos first and most heavily visited national park Its eastern gate is located 111 km west of Calgary in the Rocky Mountains Originally set aside to preserve the hot springs for public use Banffrsquos blend of towering peaks and flower-strewn meadows makes it among Canadarsquos most exhilarating holiday areas
The largest cave system in Canada extends for 23km below the Columbia ice fields The glaciers still clinging to upper mountain slopes have helped shape the parkrsquos landscape creating numerous lakes waterfalls and broad U-shaped valleys Forests of pine spruce and alpine fir soften the sides of the mountains and are home to many large mammals including moose elk black bear and the grizzly bear-the parkrsquos most formidable resident Bighorn sheep mule deer and other wildlife can often be seen alongside park roads In contrast the small population of cougar and wolf are rarely seen
Campgrounds resorts alpine and cross-country skiing and 1100km of hiking trails are found outside the Banff town site Over 45 million visitors come to the park each year
(Adapted from httpwwwthecanadianencyclopediacomindexcfmPgNm=TCEampParams=A1ARTA0000494)
15
Comprehension Questions1 Why was Banff National Park created2 What have the glaciers created in Banff National Park3 How many kinds of trees are there in the park What are their names4 What large mammals will you regularly see in the park
Banff National Park- Reading Two
Adventure is calling you to Banff Lake Louise and Banff National Park As a UNESCO World Heritage Site Banff offers rugged beauty unspoiled landscapes and pristine mountain ranges Experience an unrivaled alpine escape at ldquoThe Worldrsquos Finest National Parkrdquo You can also drink in naturersquos wonder at Lake Louise ndash one of the Canadian Rockiesrsquo most beloved destinations with turquoise waters sparkling underneath the towering Victoria Glacier
During your getaway you are sure to love our comfortable accommodations cool restaurants and stores fun activities colorful festivals and unique sights Big impressive mountains metres of dry light powder snow - that is skiing and snowboarding in Banff National Park Banff Lake Louise skiing offers vast terrain with hundreds of kilometres of marked trails from beginner to expert
Banff summer adventures bring you face to face with nature Marvel at majestic wild animals inspiring wild spaces jagged mountain peaks and thickly forested alpine valleys Enjoy abundant Banff Lake Louise summer activities Explore scenic driving routes Take a casual stroll through wildflowers in an alpine meadow or test your extreme limits climbing to the roof of the Rocky Mountains Backpack across rock ridges formed by undersea oceans over 45 million years ago Tee off at a five-star golf course Throw a fish hook in the water walk on a glacier or canoe on Lake Louisersquos turquoise water Finally you could also take a guided trip outside the park for whitewater rafting and ATV fun
(Adapted from httpwwwbanfflakelouisecom)
Comprehension Questions1 What is one of the Rockiersquos most beloved destinations2 What kinds of activities does this reading say you can do at Banff in the summer3 What do you think sounds more interesting-the winter or summer activities Why
Discussion Questions1 What is the difference between reading one and reading two about Banff National Park2 Which one makes you want to visit Banff National Park more Why List some words
that make you interested in traveling there3 Where would we find a reading like reading one4 Where would we find a reading like reading two
16
List some facts and opinions from Reading One and Reading Two
Reading One Reading Two
Facts
Opinions
Reading 7 Cultural Tourism
Welcome to Rural Vietnam
Welcome to a corner of Asia where you willfind a lifestyle that goes back for centuriesFishing on the Mekong Delta farming in Central Vietnam or crafts in Bac Ninh Provincemdashwhatever your own interest we are sure you will find something to delight you in rural Vietnam
Vinh Long ProvinceLocated between the Tien and Hau rivers the fertile lands of Vinh Long nourish thousands of fruit orchards while the countless small islands provide ideal conditions for ecotourism and observing wildlife In addition you will be able to observe the centuriesmdashold activities of Southern Vietnam such as processing rice paper and traditional Vietnamese cooking Especially interesting in Vinh Long is the opportunity to stay overnight in local residentsrsquo homes There is a small but growing number of private homes that offer home stays At the moment they provide accommodation and entertainment for up to 150 tourists per night
Quang Nam ProvinceFor visitors who want to be really active in their holidays we recommend a visit to one of thevegetable farming villages near the town ofHoi An in the central province of Quang NamHere for a day you can toil shoulder to shoulder with a Vietnamese farmer Hosts and guestswork the land planting rice or collecting vegetables that they sell in the local marketsFor lunch you can get to eat colocynth (similar to a bitter apple) and tom huu which is atraditional dish made of vegetables
Bac Ninh ProvinceThe homeland of Quan Ho art has many traditional trade villages In Xuan Lai village you can find excellent bamboo products especially from black bamboo while Phu Lang is famous for its pottery Thousands of ancient pots have been found here and even today there are
17
about 300 families in the village doing pottery work
Tho Ha is famous for pottery but nowadays it has also started to produce wine Another village that is well known for traditional wines is Van on the bank of the Cau River The villagers here are happy to let visitors photograph their wine being made and to try it or to buy it but the brewing process itself is a secret
Finally Da Hoi is a must This 400 year old trade village is famous for its traditional silk cloth and women there still raise silkworms and weave fabulous fabrics that they sell
Check your Understanding1 What can you do in Quang Nam Province if you are feeling active2 What kind of cultural products can we find in traditional Vietnamese trade villages3 Where can up to 150 tourists per night stay in Vinh Long Province4 Which province would you want to visit most Why
Match the vocabulary word from the reading with its closest definition on the rightDelight WorkNourish Skilled workToil CaterpillarTrade Provide forSilkworms Please
Think about all of the places that you would like to experience culturally Where would you go What would you see and do Discuss your answers with a partnerReport your answers back to the class
(Adapted from Tourism 2 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2009 Pg 48-49)
Reading 8 Tourists in a Fragile Land
ECOTOURISM
VOCABULARY IN CONTEXTGuess what the underlined word means in each numbered sentenceCircle T or F for the statement that follows
1 The desert landscape is very flatT F ldquoLandscaperdquo means the way the land looks
2 We must preserve the rain forest because it is the home of many birds that cannot live anywhere else
T F It would be good to cut down the rain forest now so we can use the wood
18
3 The ozone hole may be dangerous to people who live on the earth It is a hole in the ozone layer
T F The ozone layer is made of gases that protect the earth from the bad effects of the sun
4 Some scientists believe that global warming will cause the ice of Antarctica to meltT F The earth will become too hot
5 That island is inhabited only by birdsT F All kinds of animals live there
6 The highest mountain in the world is Mount Everest I donrsquot know how some people can go there because it is such a harsh place
T F Itrsquos really comfortable
7 Next summer I am going to travel to a very remote part of Asia It will take a long time to get there but I want to go to a place where few visitors have gone
T F This is a place thatrsquos easy to get to from the big city
8 His wife said ldquoThink about the consequences if you lose your jobrdquoT F She might want her husband to think about not having any money to pay
the bills for the family
9 The coastal cities of a country are often popular vacation spots because people like to be near the ocean
T F These places are often in the centre of the country
10 The oceans of the world are vast places of waterT F The oceans are smaller than other places of water
11 The ice on the pond was so fragile that the children couldnrsquot ice skateT F The ice could break easily
Making Predictions Tourists in a Fragile LandYou are going to read an opinion essay about tourism in Antarctica The essay was written by a scientist who works there What do you think his opinion will be Choose one
a Tourists should not visit the Antarctica because they may cause problemsb Tourists should visit Antarctica because there is so much for them to learnc Tourists to Antarctica should pay a special tax to help scientists with their work there
19
Tourists in a Fragile Land
As a scientist working in Antarctica I spend most of my time in the laboratory studying ice I am trying to find out the age of Antarctic ice All we know for certain is that it is the oldest ice in the world The more we understand it the more we will understand the changing weather of the Earth Today I had to leave my work to greet a group of tourists who were taking a vacation in this continent of ice And although I can appreciate their desire to experience this beautiful landscape I feel Antarctica should be closed to tourists
Antarctica is a place of important scientific research and it must be kept only for this purpose Many scientists are using Antarctica to study the effects of the ozone hole that was discovered above Antarctica in 1984 They are also trying to understand global warming If the earthrsquos temperature continues to rise the health and safety of every living thing on the planet will be affected Also biologists and botanists study the animals and plants that live on the frozen land trying to understand how life can live in such a harsh environment
When tourists come here they can hurt the environment and interrupt our research Many scientists complain that tourists leave garbage on beaches and disturb the plants and animals In a place like Antarctica it can take 100 years for a plant to grow back after it was picked andtourists taking pictures of baby penguins from cruise ships caused an oil spill that killed many penguins and destroyed a 5 year research project
There is no government here and it is owned by no one Who will protect it Who is responsible for it The scientists are trying but the tour companies making money by sending tourists south are not If we donrsquot protect Antarctica now there may be serious consequences for everyone The ice here holds 70 of the worldrsquos fresh water If the ice melts it will cause devastating floods The ice also acts as a natural air conditioner for our planet Clearly Antarctica should remain a place for careful and controlled scientific research The only way to protect this fragile and important part of the planet is to stop tourists from travelling to Antarctica
Tourists in a Fragile Land1 Look at your prediction you chose about Tourists in a Fragile Land Was your prediction correct
2 Number the following main ideas in the order they appear in the reading
_______ Antarctica has no government_______ The entire world may be affected by problems in Antarctica_______ Many different scientists learn new things by studying Antarctica
20
3 Complete the following outline of the reading with details to support the pointsa Scientists learn new things in Antarctica because it is different from other places How is it different
i ______________ ice in the worldii Itrsquos plants and animals live in a very _____________ environment
b Problems in Antarctica may affect the worldi There is a large ________________ above Antarcticaii It has ____________ of the worldrsquos fresh wateriii The ice acts as a natural _________________ for the earth keeping it cool
4 The following statements are false Rewrite the false statements to make them truea The oil spill caused by a cruise ship killed many scientistsb The writer of the essay knows the age of Antarctic icec Biologists and Botanists study the scientists that live on Antarctica
Reading 9 Travel Journal A Tourists Experience
Travel Journal ndash A Touristrsquos ExperienceChile South America February 16The sunlight was shining so brightly as our plane flew over the snow covered Andes mountains which seem to go on forever
Island of Cape Horn February 16We spent the morning at a small church named Star of the Sea This is a quiet place where visitors are invited to remember all of the international sailors who died here They were all trying to sail around the southern part of South America and many of them lost their lives at sea
Drake Passage-aboard the tour ship Explorer February 19We were welcomed today by the captain and crew They gave us warm Antarctic jackets and introduced themselves to us Sea birds followed the ship closely sailing in the cold wind As we headed south we saw a pink ship in the distance Our captain explained that it was not a ship but an iceberg-the first one of our trip The more I saw the more I wanted to learn about this unique and beautiful place
Deception Island Antarctica February 21We landed on Bailey Head where thousands and thousands of penguins greeted us The crew gave us rules to follow to protect the environment We were told to bring all of the trash that we could find on the ice back to the boat because a scientist on the ship is studying how much garbage is created by tourists in Antarctica each year We were also told not to disturb or feed the penguins because it is harmful for them
21
Paradise Bay Antarctica February 25Today we reached the mainland of the continent Our guide helped us walk through snow to the peak of an iceberg 500 feet above the sea We heard the noisy sound of penguins and later we explored the mountains of ice in motorized rafts It was incredible I always thought ice was white but here in Antarctica it is blue because it absorbs all of the colours of the rainbow except blue All around us are mountains of ice that no one has ever explored It amazed me to think that no human has ever walked on these It is so beautiful We need to help protect this special environment When I get home it will be hard for me to explain what my trip was like but I will try
A Travel Journal
1 What kind of person do you think this tourist is2 Do you think she did anything that was dangerous to Antarctica Explain3 Which part of her trip did she enjoy the most Which part would you enjoy the most4 What did people do on this trip to protect Antarctica and keep it clean5 The chart below compares the views of the scientist with the views of the tourist Look back at Tourists in a Fragile Land and A Travel Journal and fill in the missing information
OPINIONS OF THE SCIENTIST OPINIONS OF THE TOURIST
1 The Antarctic environment must be preserved for research
1 As tourists learn about Antarctica and return home to tell their friends and family about its importance they may want to help preserve the environment of Antarctica
2 2 Tourists can help scientists with their experiments (collecting garbage for research)
3 Tourists donrsquot care aboutAntarctica
3
6 Which opinion do you agree with more-the scientists or the tourists Are there certain places in the world tourists shouldnrsquot be allowed to travel
(Adapted from Northstar Reading and Writing Intermediate 2nd ed Unit 6)
22
Reading 10 GAP Adventures
CORPORATE PROFILE GAP ADVENTURES
If you are tired of the one-week-in-the-Florida-sun vacation and want to do something exciting and off the beaten path then GAP Adventures is the perfect company to turn to They provide more than 600 different itineraries in more than 100 countries and have during the last yearsgiven more than 20 000 travelers the adventure of their lifetime This year approximately 15 million more people are expected to visit their web site some of them to change their lives forever
Their philosophy ldquoThe Freedom of Independent Travel with the Security of a Grouprdquo has been practiced since the start They respect their travelers as individuals and there is no requirement to be athletic to go on one of their trips The only thing needed is to have the spirit of adventure and the desire to experience a world totally different from what you areaccustomed to
Also the concept of responsible tourism is very important to GAP Adventures and they come and go and interact with the local populations leaving behind them only footprints Their commitment is to support local people and communities and to protect the environment they travel in To that end GAP Adventures developed Planeterra-the GAP Adventures Foundation that gives back to the people and communities their passengers visit on their trips
They hire people in different departments like Operations Product Sales and Marketing employing more than 300 staff worldwide Maybe the most obvious choice for you is the position as a GAP Tour Leader In this position you make peoplersquos holiday dreams come true and make sure all passengers have an enjoyable time
The local hostel where you spend the night is your home and your office is your backpack On your way to work you might have to hike the Inca Trail or canoe down the Amazon River This is the perfect job for you if you are passionate about different cultures travel and care about sustainable tourism
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 73)
GAP Adventures1 Match the following words from the reading on the left to words on the right that are closest in meaningAccustomed Spirit of adventureItineraries Philosophy Desire
uncommon placecourageresponsibleguiding beliefinterest
23
Off the beaten path Sustainable
familiar witha planned route
2 How is GAP different from other holiday tour operators3 What does ldquoleaving behind them only footprintsrdquo mean4 What is Planterra5 True or Falsea The GAP philosophy is ldquoThe Freedom of Independent Travel Without the Security of a Grouprdquob GAP Tour Leader is the perfect job for you if you like to be alone and sleep on the beach all dayc GAP Adventures has traveled with more than 20 000 travelersd Travelers must be athletic to travel with GAP
Reading 11 A Day in the Life of Richard Spacey
A DAY IN THE LIFE OF RICHARD SPACEYCruise Director Royal Caribbean International
Voyager of the Seas one of the largest and most innovative cruise ships ever built has a total guest capacity of 3700 with 1200 crew members Voyager of the Seas is a revolution in the cruising industry A floating city she features the worldrsquos first floating ice skating rink a rock climbing wall an inline skating track and the largest and most advanced theatre on the seas There is a four-story Royal Promenade shopping and entertainment area the entire length of the shop that acts as the main area for the ships activities and entertainment Cruise director Richard Spacey was very important in organizing the entertainment and activities program aboard with a support staff of 130 people What follows is an account of a day in the life of the cruise director of one of the largest cruise ships in the world
MONDAYmdashFIRST DAY AT SEA
730-830 am- Yesterday 3650 guests came aboard the ship in Miami and we headed for our first port of call Labadee our own private island on the coast of Hispaniola Before most of our guests arrive I plan and submit our daily activities schedule for the whole voyage to our hotel director Three couples were married in the wedding chapel yesterday and they are included in the 108 couples that have chosen to spend their honeymoon with us I have organized a special party later in the week to celebrate this happy occasion The youth activities manager reports that there are more than 600 children aboard ranging in age from 3 to 17 We offer a special deck and pool areaarcade for children in addition to our extensive youth facilities which include a teen dance hall
24
I oversee the cruise management team consisting of youth activities international guests shore excursions and business group functions including seminars group meetings presentations and cocktail parties
845-930am- Hotel directorrsquos meeting All of the division heads in the Hotel Department meet to discuss the daily operation of this floating hotel Todayrsquos agenda includes a monthly safety meeting Each division head presents his or her monthly report on safety and environmental protection Hospitality and the safety of our guests and crew are our top priorities
945-1030am- The start of my public duties I give a daily announcement and an explanation of all the activities and entertainment happening on the ship I start my morning walk around Time to start the first session of Jackpot BINGO for the week I walk by two acrobats performing for our guests on deck to entertain them They play different characters through the cruise and add quite a lot to the guest experience
The ice rink is busy with guests skating at our first All Skate session There are several sessions throughout the day The ice skating cast of performers are responsible for running the session as well as skating in our Ice Show
1100-1200noon-Time to change out of my day uniform into a business suit and put on stage makeup for the taping of our onboard talk show called ldquoVoyager Liverdquo I am one of the main sources for revenue making on board The television show is great on a small floating city 37 channels offer safety information music shopping tips CNBC CNN ESPN and free movies in several languages
Noon - Lunch with the staff in the Officers and Staff Dining Room
100-230pm -Change out of my business suit into shorts and a t-shirt to introduce the Belly Flop Competition at 130 at the pool Always a ldquobigrdquo event among our guests Quite a few laughs This is followed by cruise style horse racing We pick six people who move six wooden horses by a roll of the dice The betting is fierce as all of the guests cheer their favourite horses on Everyone loves the horse racing I am the track announcer for three horse races
I stop by the Sports Court to check out the action The sports court is full of families enjoying our Family Hour activities with the youth staff We offer a nine hole mini golf course golf driving simulator full court basketballvolleyball inline skating table tennis and a rock climbing wall that rises up 200 feet
300-830pm -First a POWER NAP The day will not end until about 1230am Being available all of the time is very exhausting The nap will help me stay up late
After I go back to the office to catch up on email and help organize the office It is also time to work on budgets and revenue predictions for next year
25
At dinner hour I got to the main deck to speak with the guests at the Welcome Aboard reception The captain gives his welcome speech and then we send them off to their dinner or the show at 830
At 830 I meet in the Champagne Bar with the hotel director before dinner Tonight we will entertain guests who are on their 50th cruise and also a company who is thinking of booking 700 guests on a future cruise with us
900-1230am -I introduce the entertainment for the night in our main theatre for the guests After dinner and dessert I introduce the same show for the second seating and watch the show for quality control After the show finishes I do a final walk around the lounges on the ship with my assistant We have live music playing everywhere and karaoke has just finished in one of the main lounges The dance hall is full because of singlesrsquo night tonight and there are a few couples enjoying music in the Jazz club
A long full day Time for bed because I have to be on the deck at 800 am to welcome our guests to our first destination Labadee
Discussion Questions
PART A (730-945am)1 What does Richard do before most of the guests arrive2 How many guests are on the Voyager of the Seas How many of those are children3 What departments does Richard Spacey oversee as Cruise Director4 What is the agenda at the Hotel Directorrsquos meeting
PART B (945-100pm)1 What kind of announcement does Richard make at 9452 Who does he meet performing on the deck and what are they doing3 What two activities has Richard organized to start during this time4 Why does Richard have to change into a business suit at 11
PART C (100-830pm)1 Why does Richard change out of his business suit and into a pair of shorts2 What two events are very popular among the cruise ship guests3 What services do they offer at the Sports Court
PART D (830pm-1230am)1 Why does Richard take a nap during the middle of his business day2 Who does Richard have dinner with at 830 Why are they special3 What events has Richard organized to occur at night for the guests
26
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 53-54)
Follow up ndash Watch Royal Caribbean movie Royal Reunion directed by James Brolin Find on youtube New Royal Caribbean Movie Royal Reunion -- The Short Film Directed by amp Starring James Brolin or on Royal Caribbean website wwwroyalcaribbeancom
Reading 12 Focus on Recreation Hospitality and Recreation Inextricably Intertwined
FOCUS ON RECREATION Hospitality and Recreation Inextricably Intertwined
By Bart Bartlett PhD Professor Penn State Universityrsquos School of Hospitality Management
Americans have more leisure time than ever before and as leisure time has grown leisure activities have evolved and grown as well As a result there are many opportunities for recreation and for careers in recreation management This includes positions in commercial recreation (resorts themed resorts the ski industry) in non commercial recreation (national parks) and in golf clubs and sports venues
In many situations recreation and hospitality go hand in hand When a ski trip combines recreation on the slopes with food and beverage services in the hotel or when a hotel guest uses the hotelrsquos business services and the spa recreation and hospitality are both involved When a convention centre hotel provides rooms food and beverage coordinates meetings and also organizes group activities during the conference hospitality and recreation begin to merge
Resorts and resort hotels are an example of the combination of hospitality and recreation A mega-resort such as Walt Disney World Resort provides a clear example of this point On a Disney vacation a family may enjoy lodging and food and beverage services provided by hotel staff and management trained in hospitality go into the park itself to enjoy attractions and shows arranged and managed by a recreation specialist take a break to enjoy foodservice provided by a hospitality provider and at the end of the day enjoy dinner provided by the hospitality staff and entertainment or dancing arranged by a recreation professional
From this example alone it is clear that the commonalities in settings services and focus on guest satisfaction indicate that hospitality and recreation do indeed work together closely
VOCABULARY
27
Look at the words below With a partner try to think of the definitions of the words below by looking at the words in context from the readings Write down the definitions and compare with another set of partners
EVOLVEDOPPORTUNITIESCOMMERCIALVENUESGO HAND IN HANDCOORDINATESMERGEMEGACOMMONALITIES
Check your Understanding1 What are some areas where you can work in recreation management2 List 3 examples where hospitality and recreation ldquogo hand in handrdquo3 Think of some other places like Walt Disney World where hospitality and recreation work closely together Explain how the two work together
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 374)
Reading 13 Beverage Industry
Java Coffee House CASE STUDY
Michelle Wong is manager of the Java Coffee House at a busy location on Union Street in San Francisco USA Michelle says that there are several challenges in operating a busy coffeehouse such as training staff to handle unusual circumstances For example one guest consumed a cup of coffee and ate two-
thirds (23) of a piece of cake and then said he didnrsquot like the cake so didnrsquot want to pay for his order
Another problem is suppliers who quote good prices to get her business and then two weeks later raise the price of some of the items Michelle says that the young employees she has at the Java Coffee House are her greatest challenge of all According to Michelle there are four kinds of employeesmdashlazy good but not responsible those who steal and great ones who are no trouble
Discussion Questions
28
1 What are some suggestions for training staff to handle unusual circumstances like the one in the case study
2 How do you ensure that suppliers are delivering the product atthe price promised
3 What do you do with lazy employees
4 What do you do with irresponsible employees
5 How do you deal with employees who steal
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 340)
Reading 14 Corporate Profile Starwoods Hotels
Corporate Profile Starwood Hotels
Starwood is one of the worldrsquos largest hotel and leisure companies Its brand names include St Regis the Luxury Collection Sheraton Westin W and Four Points by Sheraton Through these brands Starwood is well represented in most major markets around the world
Operations are grouped into two business segments hotels and vacation ownership operations Revenues and earnings come primarily from hotel operations which include the operation of owned hotels management and other fees earned from hotels managed through contracts and the collection of franchise fees
Second Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80countries and is made up of 140 hotels
29
Next Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts There are 19 vacation ownership resorts in the United States and the Bahamas
Fourth Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition The luxury brands continue to find new customers while maintaining loyalty among the worldrsquos most active travelers The strength of the Starwood brand is proven by superior ratings received from hotel guests and industry magazines The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list
Fifth Starwood has sophisticated and diverse hotel properties throughout the world including the St Regis in New York City the Phoenician in Scottsdale Arizona the Hotel Gritti Palace in Venice Italy the St Regis in Beijing Chinarsquo and the Westin Palace in Madrid Spain These are among the leading hotels in the industry and they provide the highest quality and service
Finally Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises Starwood plans to meet these goals by taking advantageof its large customer base and reach in the industry to reduce costs The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals more challenging
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 566)
Match the sentence parts to make correct definitions1 Starwoodrsquos strong brand a comes primarily from hotels2 Revenue at Starwood b is proven by high ratings from guests and industry
magazines3 Luxury and upscale hotels c help to increase Starwoodrsquos global presence totaling 733
hotels4 Franchised hotels d continue to visit Starwood hotels because of the high
quality and service5 Loyal Travellers e represent the majority of Starwoodrsquos hotel properties
Look at the statements below Put lsquoMrsquo next to the statement that is the MAIN IDEA Put lsquoSrsquo next to the statement that is a SUPPORTING IDEA or DETAILParagraph 1a Starwood is one of the worldrsquos largest hotel and leisure companies _______b Operations are grouped into two business segments hotels and vacation ownership operations ______
Paragraph 2
30
a Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80 countries and is made up of 140 hotels ______b Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry ______
Paragraph 3a There are 19 vacation ownership resorts in the United States and the Bahamas _______b Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts ______
Paragraph 4a Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition _______b The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list ______
Paragraph 5a These are among the leading hotels in the industry and they provide the highest quality and service ______b Starwood has sophisticated and diverse hotel properties throughout the world _____
Paragraph 6a Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises ______b The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals morechallenging ______
Match each word from the reading with a definition Write the letter of the definition next to the word1 Brand a worldly cultured and refined2 Revenue b a part of the whole3 Segment c different in design and services4 Loyalty d a product or image created by a company5 Sophisticated e make good use of something for personal benefit6 Upscale f above average in quality of high rank7 Diverse g permission given by one company to another to sell its products
and services8 To take advantage of h income9 Franchise i expensive and wealthy sector of the market10 Superior j support and confidence in a person or company
31
Complete each sentence below using one of the words from above Be sure to use the correct form of the word Not all words will be used1 The company decided to hire Nicholas over all the other applicants because he had __________ skills and experience2 Companies reward customers for their __________3 John spoke with the manager at his local McDonalds to see how he could open up his own ____________4 Elena has travelled all over the world and she can speak 4 different languages She is so ______________
Reading 15 Hospitality is Offering a Cup of Kindness
FOCUS ON SERVICEHospitality is Offering a Cup of Kindness
William B Martin Cal TechmdashMonterey Bay
Customer service is the primary focus of hospitality It is what hospitality is all aboutmdashwhat we do If you are interested in a hospitality career it is important to understand and learn as much as possible about customer service and particularly how to be successful at it Your success will come from a complete understanding of hospitality
Letrsquos begin by exploring why we provide hospitality Why are hospitality businesses in business What is the primary purpose of a foodservice operation A lodging travel or tourism related business Is it just for money Many of you might answer lsquoyesrsquo to this question But as you will see hospitality is much more than just about money Money is important but it is not the primary purpose of hospitality
Our job is to enhance the lives of those people (guests customers passengers etc) to whom we are dedicated to serve Yes it is that simple Our job is to make the lives of others better in a small way or big way it makes no difference Whatever it is we are out to make peoplersquos lives on this planet a little bit better or maybe even a lot better This is our purpose It is where we find meaning We enhance their lives through service and begin by understanding what it is they need The problem is that all of our guests come with many needs Some we can meet some we canrsquot If you can work toward helping them satisfy these needs you can go a long way toward making their lives better through kindness Quality customer service demands that service providers understand what it is that you want Kindness after all comes through understanding Kindness is demonstrated by making everyone feel welcome
Quality customer service also requires that we make all our guests feel so comfortable that they donrsquot need to worry because they are in good hands Whether they deserve it or not they should be made to feel important Why Because we all have a need to feel important This is our job
32
We need to stay focused on the primary purposes of hospitality We need to understand the power of kindness and the importance of satisfying the basic needs of our guests Hospitality and customer service success are found in our ability to enhance the lives of others through how we treat themmdashwith a little cup of kindness
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 17)
FOCUS ON SERVICECHECK YOUR UNDERSTANDING
1 What is the main idea of this reading passage What detail does the author use to support this point
2 According to the article which of these statements would a successful hospitality employee agree withA I always focus on making money when I am workingB I enjoy making the guest feel comfortable and importantC Only the employees who speak with guests need to focus on customer service and kindness
3 Use the vocabulary from the crossword to complete the sentences below Be sure to use the correct form of the wordA Most English teachers try to think about the language___________ of their students when they design their lesson plansB Students who are ___________ to learning English study it every single day These students _________ their high grades and praise from the teacherC The ________ in Rm 118 has checked out He left the housekeepers a large tip for their excellent and fast __________D Irsquom never shopping at this grocery store again The ________ of their food is horribleE Oh no One of the ________________ for my wedding has cancelled
Reading 16 Hotel Guest
Checking Out a Guest CASE STUDY
33
A guest walked up to the front desk agent in an upscale hotel ready to check out As she would usually when checking out a guest the agent asked the guest what his room number was The guest was in a hurry and showed his anxiety by responding ldquoI stay in a hundred hotel rooms and you expect me to remember the room numberrdquo
The agent then asked for the guestrsquos name to which he responded ldquoMy name is Mr Johnsteinrdquo After asking him to repeat himself the agent began to look for the guestrsquos last name but the name was not listed in the computer Because the man had a heavy accent and the agent assumed that she had misunderstood him she politely asked the guest to spell his last name He answered ldquoWhat Are you an idiot The person who checked me into the hotel last night had no problem checking me inrdquo Again the agent looked on the computer to find the guest was not in the system
The guest becoming even more frustrated said ldquoI have a plane to catch and it is ridiculous that it has taken you this long to check me out I also need to fax these papers off but I need to have them photocopied first and the agent responded ldquoThere is a business center at the end of the counter that will fax and photocopy whatever you needrdquo The guest replied ldquoIf I wanted your opinion I would have asked you for it Havenrsquot you ever heard of customer service Isnrsquot this a five star hotel With your bad attitude you should be working in a three star hotel I canrsquot believe they let you work here at the front desk Havenrsquot you found my name yet
The agent who was beginning to get upset asked the guest again to spell out his full name The guest angrily replied ldquoHere are my papers I want faxed if you are capable of faxing themrdquo The agent reached to take the papers and the guest shouted ldquoDonrsquot grab them from my hand You have a bad attitude and if I had more time I would talk to someone about getting you removed from your position to a hotel where they donrsquot require such quality of customer servicerdquo
The agent was very upset but kept herself calm to prevent the guest from getting annoyedThe agent continued to provide service to the guest sending the faxes and making the photocopies he had requested Upon her return the agent again asked the guest to repeat his last name because he had failed to spell it out The guest replied by spelling out his name ldquoJ-o-h-n-s-t-o-n-erdquo The agent was finally able to find his name on the computer and checked him out while he continued to verbally attack her The agent finished by telling the guest to have a nice flight
Discussion Questions1 Should the front desk agent have called the manager over to finish the checkout Or should she deal with the rude customer herself2 Would you have handled the situation the same way If yes explain why If no what would you have done it differently
Prepare to share your ideas with the class
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 pg 159)
34
Reading 17 Trends in Visitor Attractions
Trends in Visitor Attractions
What changes have there been in the development of attractions over the years Think about the difference between attractions when your parents were your age and what they are like now
Take a look at the reading below and see if your predictions were correct
INSIDE TOURISM THE CHANGING FACE OF THE lsquoATTRACTIONS INDUSTRYrsquo
As the wishes and tastes of tourists and visitors change tourist attractions have to change as well In the last twenty or thirty years there have been some significant developmentsNatural attractions like sandy beaches and mountains cannot change very much but there have been developments in particular a concern to preserve the environment and to make any buildings fit into the natural context
Perhaps the greatest changes have been in man-made attractions like museums and historic sites which have been redesigned to make them more interesting and entertaining places to visit while still maintaining their role of teaching visitors about the past In many of them the aim is not just to display the past but to take visitors into the past in an interactive waySome have been converted into lsquoliving museumsrsquo where actors in costumes meet the public and play the roles of characters from the past In others history is made vivid and exciting through the use of realistic waxworks animatronic models sounds and even smells to conjure up a sense of the past
Traditional festivals by definition are unchanging but there has been a trend to increase the number of special events and festivals as cities realize that holding a music festival or an arts event is a good way of attracting tourists
Entertainment and leisure facilities are always having to reinvent themselves In the developed world the simple rectangular swimming pool for example is no longer enough-it has to be a water park with flumes chutes splash zones and wave machines
The tourist is always looking to discover new attractions (as if their happiness depends on it) and because of this the lsquoattractions industryrsquo has to keep on changing
Check your Understanding1 Why do tourist attractions have to change
35
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
A Under which subtitle would you expect to find the following topics Match the topics with the subtitles
1 kissing _____a Speech and gestures 2 covering your shoulders _____b Religious customs 3 pointing at someone _____c Sensitive topics 4 wrapping paper _____d Displaying affection 5 asking too many questions _____e Choosing gifts6 clocks and fans _____f Opening gifts
B Now scan the subtitled sections to see if you were correct
C Read the passage then answer the questions that follow
Avoiding Cultural Taboos
Thanks to the speed and convenience of modern travel destinations that used to take a long time to travel to can now be reached quickly and easily Even though jet flights make far-off locales seem close they may still be different from your home country in various important ways Therefore it is important to adapt your behavior so that you dont insult or offend the local people Here are some tips that will make communication easier and your trip more enjoyable
1 Speech and gestures Never raise your voice in order to make yourself understood If you do not know the word for something in the local language or cannot make yourself understood verbally try drawing a picture or pointing to an object Remember though that pointing directly at a person can be highly offensive in some cultures If you have to point something out do so by gesturing towards the object with the palm of your hand flat facing upward and your fingers outstretched Before you travel try learning some basic words or phrases of the local language Most useful are those that express gratitude and politeness such as words for please thank you and may I as well as basic greetings
2 Religious customs Consider the main religion of the country you plan to visit and read about any taboos related to clothing especially if you plan to visit places that are considered sacred As a precaution bring conservative clothes such as shirts or T-shirts that cover your shoulders and long trousers
3 Sensitive topics
6
Avoid topics of conversation that you think may be sensitive If a topic is sensitive in your own culture it will more than likely be the same in other cultures Feel free to show interest in the history and customs of the place you are visiting but dont ask too many questions about why things are done a certain way you may offend the local people
4 Displaying affection Keep in mind that in many cultures displaying affection in public is considered taboo Kissing on the street or in public places is unacceptable behavior and should be avoided If you are unsure of how to behave watch the local people and copy them-if they dont behave in a certain way you probably shouldnt either
5 Choosing gifts If you are traveling on business or plan to stay with a host family and you wish to take a gift do some research The idea of the perfect gift varies greatly from country to country and one of the easiest ways to offend somebody is to give the wrong gift In China it is taboo to give clocks and fans The Chinese word for fan has a similar sound to the word for separation while the sound for clock is similar to that of death In Japan gifts should never be given in sets of four as the sound of the word four in Japanese is similar to the sound of the word meaning death
6 Opening gifts The opening of gifts is also treated very differently around the world In many Western countries do not be surprised if your hosts immediately tear the wrapping paper from a gift in great excitement They will then tell you how wonderful the gift is even if they do not like it In most Asian countries it is considered impolite to open gifts in front of the gift-giver for fear of offending the person
Wherever you go in the world always be tolerant of the local customs Avoid being critical try instead to show respect for the values of the country you are in even if you do not necessarily agree with them
1 The author of the reading passage has most likely __ a traveled a lot b taught at a university c written several books
2 According to the reading which articles of clothing should YOIJ plan to travel with a a T-shirt and shorts b a jacket and hat c pants and a long-sleeved shirt
3 If a topic isnt appropriate to talk about in your country it probably __ okay to talk about in another country
a might be b should be c isnt 4 According to the reading __ is not appropriate behavior in many countries
a kissing in public b expressing gratitude c giving presents 5 According to the reading the best gift to give someone from China is __
a a fan b a clock c neither a nor b B The statements below are about the reading Complete each one using the correct word or
7
phrase 1 Itrsquos useful to learn words for please thank you may I as well as ________________2 When youre unsure about how to behave watch the ______________ 3 The Chinese word for clock and the Japanese word for four both have the
same sound as the word meaning _______________ 4 In Asian countries it is considered impolite to open gifts ______________the giver of the gift 5 While in another country if a local person cant understand something you are saying try _____________or pointing to the object
C Critical ThinkingDiscuss these questions with a partner 1 Which topic that the author covered do you think is the most important Why 2 What other topic could be included in this reading passage
VocabularyA Look at the list of words and phrases from the reading Match each with a definition on the right 1 far-off a place 2 locale b patient able to bear annoyance well 3 adapt c deserving of religious respect 4 gratitude d a feeling of liking or love 5 sacred e not modern cautious 6 conservative f thankfulness 7 affection g pointing out what is wrong 8 tolerant h change to be more suitable 9 critical i distant
B Compete the sentences below using the vocabulary from A Be sure to use the correct form of the word 1 When Jamie moved into her own apartment it took her a while to _________ to living alone 2 Claras father has some very _______________beliefs For example he thinks a woman shouldnt work after she gets married 3 After receiving a gift in the United States its common to send a thank-you card to express ones ________________ 4 That beach community has become a favorite ________________for retired people to live in 5 Jacks parents are too ___________of their sons bad behavior They let him do whatever he likes 6 Hiromi has a great deal of ______________for her grandfather and visits him at least once a week 7 Ive been to many neighboring countries but Ive never traveled to any really _____________ places 8 Kristin and Marcus disagree a lot and they are very _________of each others opinions 9 Churches mosques and temples are ____________places for religious activities
8
(Source Anderson N J Active Skills for Reading Book 3 Unit 1 pages 17-20)
Reading 4 Culture and Body Language
BODY LANGUAGEOrder the following elements of communication in terms of importance tounderstanding the messageWords _____Tone of Voice _____Facial and Body Expressions ______
You might be surprised by the answer
Much of the impact you create an interview is based on your body language and getting this right is essential The way you walk sit and act may influence your interviewerrsquos opinion of you as much as what you actually say
Here is a list of body language behaviour in North America Categorize them as either negative body language or positive body language
Staring at the floor Direct Eye Contact Strong Handshake Nodding Sweating Crossing your arms Pointing with your finger Playing with your clothesSmiling Standing or sitting very close to another personGood Posture Leaning closer to another person Fidgeting Looking at your watch
Positive Body Language Negative Body Language
(Adapted from Cambridge English for Job Hunting Cambridge University Press Colm Downes 2008 Pg 50)
What are some examples of positive and negative body language in China
Positive Body Language Negative Body Language
9
When we communicate with other people it is not only our words that contain the meaning An important part of that meaning comes from what is called non-verbal communication By this we mean facial expression gestures with hands arms legs the way we sit or stand the way we touch other people the distance we keep between ourselves and the people we are talking to our dress and our appearance All these say something to other people
Facial expressions and gestures are used by everyone often spontaneously even unconsciously Smiling for example is found in most cultures as a sign of happiness or pleasure Gestures such as pointing waving shaking or nodding the head are also widely used although the gestures themselves do not always mean the same in every culture I once asked a Portuguese student why bank officials in Lisbon seemed so unhappyndash sorry Lisbon bank clerks but its true ndash and he told me that if they smiled too much they would not seem serious about their work
Because many non-verbal messages are culture specific they can cause a lot of misunderstanding between people from different backgrounds Northern Europeans and Americans for example like to keep a certain personal space between themselves and others and feel uncomfortable if people come too close to them In these same cultures it is considered impolite to stare but Greeks it is said feel ignored if people do not stare at them in public Europeans usually change their facial expression to show happiness anger boredom sadness For this reason they call oriental people mysterious because they change facial expression much less
In styles of dress we also make important statements about ourselves Dress codes vary greatly from one culture to another and it is easy to make mistakes about peoples status if you dont know the cultural norm In Mediterranean cultures bank officials and similar employees wear short-sleeved open-neck shirts and no jackets This casual dress would not be acceptable in northern Europe where suits and ties are a sign of seriousness Ambitious women in western cultures wear classic clothes in plain colours to indicate their dedication to career
One of the main differences between verbal and non-verbal communication is that we are often not conscious of the expressions and gestures we use and so we are in danger of giving more information than we really want to or even of giving a conflicting message with our body language to the one expressed in our words
Check your Understanding
Choose the best answer1 Body Language is
a The way we dressb The expressions on our facec Non-verbal communication
2 When we do something lsquospontaneouslyrsquo (line 7) we do ita immediately
10
b after careful thoughtc reluctantly
3 lsquoStatusrsquo (line 24) meansa conditionb position in societyc age
4 lsquoClassic clothesrsquo (line 28) area fashionable wearb casual dressc sensible and traditional clothes
5 A lsquoconflicting messagersquo (line 32) gives peoplea useful informationb confusing informationc wrong information
Posture is the word used to describe the way we use our whole body We can stand straight and still we can sit back in a relaxed manner we can fold our arms cross our legs we can lie down we can jump about Each posture reflects our emotion and attitude
Match the description of a posture to an attitude or emotion
POSTURE EMOTION
Sitting and crossing your arms Keeping eye contact Raising your eyebrows Moving your shoulders up and down (shrugging)Sitting and tapping your fingers on the tableFidgeting with your clothes Leaning forward in your chair
InterestBoredomAngerSurpriseNervousnessDisinterestConfidence
In pairs discuss the following questions1 How could your body language cause problems in an interview2 How can you avoid these problems
(Adapted from httpwwweslteachersboardcomcgi-binlessonsindexplnoframesread=917And Cambridge English for Job Hunting Cambridge University Press Colm Downes 2008 Pg 50)
Reading 5 My Time on Coconut Island
11
Coconut Island
1 How would you describe the building in this picture
Modern Old Clean Dirty Pristine Run-down Simple Luxurious
Would you vacation at a location like this WhyWhy not If no what kind of accommodation would you prefer
2 Is this an example of formal (ex business letters and resumes) or informal (ex emails and magazines) writing List examples of why you think it is either formal or informal
3 What are some positive things the writer has to say about Seaview Resort and Coconut Island What are some negative things the writer has to say
My Time on Coconut Island I was told Coconut Island was developing fast I understood that this meant it was once a pristine island heading towards environmental destruction caused by uncontrolled tourist development Perhaps they meant it in a more positive light I wasnrsquot sure I went there to find outDriving down the east coast expressway you donrsquot see much The landscape is pretty flat most of the way with just a few trees and roadside shacks selling pineapples Oh and of course the usual construction workers widening and
12
improving the road However once you get to the end of the road and the ferry terminal you look across the sea and see a huge mountainous island rising up in front of you I felt excited and a little nervous
We crossed the water without any problems but left the ferry stuck behind trucks carrying construction materials ready to pour concrete all over this beautiful island Although we knew the sparkling white beach was just meters from the road we couldnrsquot see it for some time Not because of palm trees but because of all of the shops selling tourist merchandise and all the dust thrown up by the construction trucks Fortunately the tourist shops thinned out within 20 minutes and shortly afterwards we arrived at our destination Seaview Resort We werenrsquot disappointed We had been promised fine white sand and clear turquoise water and we got it Only problem was there was just a few feet of white sand and that was mostly covered in beach towels from other tourists who had got there before us Ah well not to worry We could explore up the beach for a quiet spot later We checked out the rooms and facilities and everything was just as you would expect from a mid-range hotel It also had quite a nice little restaurant right on the beach and therefore great for a cold beer and our first sunset It was perfect
The following morning after cold bacon and eggs for breakfast it seemed that the same people from yesterday were hogging the sun beds and beach space again so we decided to walk down the beach and explore a little further In actual fact I was pleasantly surprised I was expecting the whole beach to be lined with resorts packed side-by-side but actually on this beach there was still plenty of space for developers The closest buildings to us were a couple of beachside family-run cheap-and-cheerful restaurants with bamboo chairs and tables At 300 meters away they were also just too far away for most of the package tourists And this was generally where we spent most of our days An added bonus was that at the shack- White Sands to give it its official name (the name was on a piece of driftwood tacked to a nearby palm tree) the food was far far better than the resortrsquos Whereas the resort chef had removed any local flavour from the food the White Sands staff had managed to keep their food authentic
So most of our days were spent relaxing by the sea but one day we went for a cruise around the island While we were travelling we could see all of the development on Coconut Island There were plenty more resorts being built and the green forests of palm trees became bare hills of tourist development However on the cruise we had a chance to snorkel and swim After a couple of hours in the sun we returned home to rest
Before too long our trip on Coconut Island was over Overall I was pleasantly surprised Okay itrsquos getting developed but you can still find pristine and peaceful beaches by spending a little bit more effort to get there In general most of the development is on the beach and so the interior is still beautiful Itrsquoll take another few years yet to spoil it so my advice is to enjoy it while you can
13
Working with the other students in your group think of some ideas why development would be a positive thing for the island and why it would be a negative thing for the island
REASONS FOR DEVELOPMENT REASONS AGAINST DEVELOPMENT
Your turn Choose 6 of the bolded words and use them to describe a place that you have traveled to When you are finished share your work with your group___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
(Adapted from wwwonestopenglishcom)
14
Reading 6 Banff National Park - One
BANFF NATIONAL PARK
Match the following words with their closest synonym or synonym phrase (words with the same meaning)
Preserve Exhilarating Glaciers Mammals Heritage Rugged Turquoise Getaway Vast Marvel
VacationSlow moving iceGreen-Blue colourRoughValuedKeep the sameExcitingWarm blooded animalFeel wonder and aweLarge
What kinds of activities and services are provided at national parksCircle the services you think apply
Laundry Restaurants City Tours Swimming Business Meeting Rooms Skiing Accommodations Room Service Fishing Hiking Concerts Housekeeping
Banff National Park- Reading One
Banff National Park (established 1885 6641 sq km) is Canadarsquos first and most heavily visited national park Its eastern gate is located 111 km west of Calgary in the Rocky Mountains Originally set aside to preserve the hot springs for public use Banffrsquos blend of towering peaks and flower-strewn meadows makes it among Canadarsquos most exhilarating holiday areas
The largest cave system in Canada extends for 23km below the Columbia ice fields The glaciers still clinging to upper mountain slopes have helped shape the parkrsquos landscape creating numerous lakes waterfalls and broad U-shaped valleys Forests of pine spruce and alpine fir soften the sides of the mountains and are home to many large mammals including moose elk black bear and the grizzly bear-the parkrsquos most formidable resident Bighorn sheep mule deer and other wildlife can often be seen alongside park roads In contrast the small population of cougar and wolf are rarely seen
Campgrounds resorts alpine and cross-country skiing and 1100km of hiking trails are found outside the Banff town site Over 45 million visitors come to the park each year
(Adapted from httpwwwthecanadianencyclopediacomindexcfmPgNm=TCEampParams=A1ARTA0000494)
15
Comprehension Questions1 Why was Banff National Park created2 What have the glaciers created in Banff National Park3 How many kinds of trees are there in the park What are their names4 What large mammals will you regularly see in the park
Banff National Park- Reading Two
Adventure is calling you to Banff Lake Louise and Banff National Park As a UNESCO World Heritage Site Banff offers rugged beauty unspoiled landscapes and pristine mountain ranges Experience an unrivaled alpine escape at ldquoThe Worldrsquos Finest National Parkrdquo You can also drink in naturersquos wonder at Lake Louise ndash one of the Canadian Rockiesrsquo most beloved destinations with turquoise waters sparkling underneath the towering Victoria Glacier
During your getaway you are sure to love our comfortable accommodations cool restaurants and stores fun activities colorful festivals and unique sights Big impressive mountains metres of dry light powder snow - that is skiing and snowboarding in Banff National Park Banff Lake Louise skiing offers vast terrain with hundreds of kilometres of marked trails from beginner to expert
Banff summer adventures bring you face to face with nature Marvel at majestic wild animals inspiring wild spaces jagged mountain peaks and thickly forested alpine valleys Enjoy abundant Banff Lake Louise summer activities Explore scenic driving routes Take a casual stroll through wildflowers in an alpine meadow or test your extreme limits climbing to the roof of the Rocky Mountains Backpack across rock ridges formed by undersea oceans over 45 million years ago Tee off at a five-star golf course Throw a fish hook in the water walk on a glacier or canoe on Lake Louisersquos turquoise water Finally you could also take a guided trip outside the park for whitewater rafting and ATV fun
(Adapted from httpwwwbanfflakelouisecom)
Comprehension Questions1 What is one of the Rockiersquos most beloved destinations2 What kinds of activities does this reading say you can do at Banff in the summer3 What do you think sounds more interesting-the winter or summer activities Why
Discussion Questions1 What is the difference between reading one and reading two about Banff National Park2 Which one makes you want to visit Banff National Park more Why List some words
that make you interested in traveling there3 Where would we find a reading like reading one4 Where would we find a reading like reading two
16
List some facts and opinions from Reading One and Reading Two
Reading One Reading Two
Facts
Opinions
Reading 7 Cultural Tourism
Welcome to Rural Vietnam
Welcome to a corner of Asia where you willfind a lifestyle that goes back for centuriesFishing on the Mekong Delta farming in Central Vietnam or crafts in Bac Ninh Provincemdashwhatever your own interest we are sure you will find something to delight you in rural Vietnam
Vinh Long ProvinceLocated between the Tien and Hau rivers the fertile lands of Vinh Long nourish thousands of fruit orchards while the countless small islands provide ideal conditions for ecotourism and observing wildlife In addition you will be able to observe the centuriesmdashold activities of Southern Vietnam such as processing rice paper and traditional Vietnamese cooking Especially interesting in Vinh Long is the opportunity to stay overnight in local residentsrsquo homes There is a small but growing number of private homes that offer home stays At the moment they provide accommodation and entertainment for up to 150 tourists per night
Quang Nam ProvinceFor visitors who want to be really active in their holidays we recommend a visit to one of thevegetable farming villages near the town ofHoi An in the central province of Quang NamHere for a day you can toil shoulder to shoulder with a Vietnamese farmer Hosts and guestswork the land planting rice or collecting vegetables that they sell in the local marketsFor lunch you can get to eat colocynth (similar to a bitter apple) and tom huu which is atraditional dish made of vegetables
Bac Ninh ProvinceThe homeland of Quan Ho art has many traditional trade villages In Xuan Lai village you can find excellent bamboo products especially from black bamboo while Phu Lang is famous for its pottery Thousands of ancient pots have been found here and even today there are
17
about 300 families in the village doing pottery work
Tho Ha is famous for pottery but nowadays it has also started to produce wine Another village that is well known for traditional wines is Van on the bank of the Cau River The villagers here are happy to let visitors photograph their wine being made and to try it or to buy it but the brewing process itself is a secret
Finally Da Hoi is a must This 400 year old trade village is famous for its traditional silk cloth and women there still raise silkworms and weave fabulous fabrics that they sell
Check your Understanding1 What can you do in Quang Nam Province if you are feeling active2 What kind of cultural products can we find in traditional Vietnamese trade villages3 Where can up to 150 tourists per night stay in Vinh Long Province4 Which province would you want to visit most Why
Match the vocabulary word from the reading with its closest definition on the rightDelight WorkNourish Skilled workToil CaterpillarTrade Provide forSilkworms Please
Think about all of the places that you would like to experience culturally Where would you go What would you see and do Discuss your answers with a partnerReport your answers back to the class
(Adapted from Tourism 2 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2009 Pg 48-49)
Reading 8 Tourists in a Fragile Land
ECOTOURISM
VOCABULARY IN CONTEXTGuess what the underlined word means in each numbered sentenceCircle T or F for the statement that follows
1 The desert landscape is very flatT F ldquoLandscaperdquo means the way the land looks
2 We must preserve the rain forest because it is the home of many birds that cannot live anywhere else
T F It would be good to cut down the rain forest now so we can use the wood
18
3 The ozone hole may be dangerous to people who live on the earth It is a hole in the ozone layer
T F The ozone layer is made of gases that protect the earth from the bad effects of the sun
4 Some scientists believe that global warming will cause the ice of Antarctica to meltT F The earth will become too hot
5 That island is inhabited only by birdsT F All kinds of animals live there
6 The highest mountain in the world is Mount Everest I donrsquot know how some people can go there because it is such a harsh place
T F Itrsquos really comfortable
7 Next summer I am going to travel to a very remote part of Asia It will take a long time to get there but I want to go to a place where few visitors have gone
T F This is a place thatrsquos easy to get to from the big city
8 His wife said ldquoThink about the consequences if you lose your jobrdquoT F She might want her husband to think about not having any money to pay
the bills for the family
9 The coastal cities of a country are often popular vacation spots because people like to be near the ocean
T F These places are often in the centre of the country
10 The oceans of the world are vast places of waterT F The oceans are smaller than other places of water
11 The ice on the pond was so fragile that the children couldnrsquot ice skateT F The ice could break easily
Making Predictions Tourists in a Fragile LandYou are going to read an opinion essay about tourism in Antarctica The essay was written by a scientist who works there What do you think his opinion will be Choose one
a Tourists should not visit the Antarctica because they may cause problemsb Tourists should visit Antarctica because there is so much for them to learnc Tourists to Antarctica should pay a special tax to help scientists with their work there
19
Tourists in a Fragile Land
As a scientist working in Antarctica I spend most of my time in the laboratory studying ice I am trying to find out the age of Antarctic ice All we know for certain is that it is the oldest ice in the world The more we understand it the more we will understand the changing weather of the Earth Today I had to leave my work to greet a group of tourists who were taking a vacation in this continent of ice And although I can appreciate their desire to experience this beautiful landscape I feel Antarctica should be closed to tourists
Antarctica is a place of important scientific research and it must be kept only for this purpose Many scientists are using Antarctica to study the effects of the ozone hole that was discovered above Antarctica in 1984 They are also trying to understand global warming If the earthrsquos temperature continues to rise the health and safety of every living thing on the planet will be affected Also biologists and botanists study the animals and plants that live on the frozen land trying to understand how life can live in such a harsh environment
When tourists come here they can hurt the environment and interrupt our research Many scientists complain that tourists leave garbage on beaches and disturb the plants and animals In a place like Antarctica it can take 100 years for a plant to grow back after it was picked andtourists taking pictures of baby penguins from cruise ships caused an oil spill that killed many penguins and destroyed a 5 year research project
There is no government here and it is owned by no one Who will protect it Who is responsible for it The scientists are trying but the tour companies making money by sending tourists south are not If we donrsquot protect Antarctica now there may be serious consequences for everyone The ice here holds 70 of the worldrsquos fresh water If the ice melts it will cause devastating floods The ice also acts as a natural air conditioner for our planet Clearly Antarctica should remain a place for careful and controlled scientific research The only way to protect this fragile and important part of the planet is to stop tourists from travelling to Antarctica
Tourists in a Fragile Land1 Look at your prediction you chose about Tourists in a Fragile Land Was your prediction correct
2 Number the following main ideas in the order they appear in the reading
_______ Antarctica has no government_______ The entire world may be affected by problems in Antarctica_______ Many different scientists learn new things by studying Antarctica
20
3 Complete the following outline of the reading with details to support the pointsa Scientists learn new things in Antarctica because it is different from other places How is it different
i ______________ ice in the worldii Itrsquos plants and animals live in a very _____________ environment
b Problems in Antarctica may affect the worldi There is a large ________________ above Antarcticaii It has ____________ of the worldrsquos fresh wateriii The ice acts as a natural _________________ for the earth keeping it cool
4 The following statements are false Rewrite the false statements to make them truea The oil spill caused by a cruise ship killed many scientistsb The writer of the essay knows the age of Antarctic icec Biologists and Botanists study the scientists that live on Antarctica
Reading 9 Travel Journal A Tourists Experience
Travel Journal ndash A Touristrsquos ExperienceChile South America February 16The sunlight was shining so brightly as our plane flew over the snow covered Andes mountains which seem to go on forever
Island of Cape Horn February 16We spent the morning at a small church named Star of the Sea This is a quiet place where visitors are invited to remember all of the international sailors who died here They were all trying to sail around the southern part of South America and many of them lost their lives at sea
Drake Passage-aboard the tour ship Explorer February 19We were welcomed today by the captain and crew They gave us warm Antarctic jackets and introduced themselves to us Sea birds followed the ship closely sailing in the cold wind As we headed south we saw a pink ship in the distance Our captain explained that it was not a ship but an iceberg-the first one of our trip The more I saw the more I wanted to learn about this unique and beautiful place
Deception Island Antarctica February 21We landed on Bailey Head where thousands and thousands of penguins greeted us The crew gave us rules to follow to protect the environment We were told to bring all of the trash that we could find on the ice back to the boat because a scientist on the ship is studying how much garbage is created by tourists in Antarctica each year We were also told not to disturb or feed the penguins because it is harmful for them
21
Paradise Bay Antarctica February 25Today we reached the mainland of the continent Our guide helped us walk through snow to the peak of an iceberg 500 feet above the sea We heard the noisy sound of penguins and later we explored the mountains of ice in motorized rafts It was incredible I always thought ice was white but here in Antarctica it is blue because it absorbs all of the colours of the rainbow except blue All around us are mountains of ice that no one has ever explored It amazed me to think that no human has ever walked on these It is so beautiful We need to help protect this special environment When I get home it will be hard for me to explain what my trip was like but I will try
A Travel Journal
1 What kind of person do you think this tourist is2 Do you think she did anything that was dangerous to Antarctica Explain3 Which part of her trip did she enjoy the most Which part would you enjoy the most4 What did people do on this trip to protect Antarctica and keep it clean5 The chart below compares the views of the scientist with the views of the tourist Look back at Tourists in a Fragile Land and A Travel Journal and fill in the missing information
OPINIONS OF THE SCIENTIST OPINIONS OF THE TOURIST
1 The Antarctic environment must be preserved for research
1 As tourists learn about Antarctica and return home to tell their friends and family about its importance they may want to help preserve the environment of Antarctica
2 2 Tourists can help scientists with their experiments (collecting garbage for research)
3 Tourists donrsquot care aboutAntarctica
3
6 Which opinion do you agree with more-the scientists or the tourists Are there certain places in the world tourists shouldnrsquot be allowed to travel
(Adapted from Northstar Reading and Writing Intermediate 2nd ed Unit 6)
22
Reading 10 GAP Adventures
CORPORATE PROFILE GAP ADVENTURES
If you are tired of the one-week-in-the-Florida-sun vacation and want to do something exciting and off the beaten path then GAP Adventures is the perfect company to turn to They provide more than 600 different itineraries in more than 100 countries and have during the last yearsgiven more than 20 000 travelers the adventure of their lifetime This year approximately 15 million more people are expected to visit their web site some of them to change their lives forever
Their philosophy ldquoThe Freedom of Independent Travel with the Security of a Grouprdquo has been practiced since the start They respect their travelers as individuals and there is no requirement to be athletic to go on one of their trips The only thing needed is to have the spirit of adventure and the desire to experience a world totally different from what you areaccustomed to
Also the concept of responsible tourism is very important to GAP Adventures and they come and go and interact with the local populations leaving behind them only footprints Their commitment is to support local people and communities and to protect the environment they travel in To that end GAP Adventures developed Planeterra-the GAP Adventures Foundation that gives back to the people and communities their passengers visit on their trips
They hire people in different departments like Operations Product Sales and Marketing employing more than 300 staff worldwide Maybe the most obvious choice for you is the position as a GAP Tour Leader In this position you make peoplersquos holiday dreams come true and make sure all passengers have an enjoyable time
The local hostel where you spend the night is your home and your office is your backpack On your way to work you might have to hike the Inca Trail or canoe down the Amazon River This is the perfect job for you if you are passionate about different cultures travel and care about sustainable tourism
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 73)
GAP Adventures1 Match the following words from the reading on the left to words on the right that are closest in meaningAccustomed Spirit of adventureItineraries Philosophy Desire
uncommon placecourageresponsibleguiding beliefinterest
23
Off the beaten path Sustainable
familiar witha planned route
2 How is GAP different from other holiday tour operators3 What does ldquoleaving behind them only footprintsrdquo mean4 What is Planterra5 True or Falsea The GAP philosophy is ldquoThe Freedom of Independent Travel Without the Security of a Grouprdquob GAP Tour Leader is the perfect job for you if you like to be alone and sleep on the beach all dayc GAP Adventures has traveled with more than 20 000 travelersd Travelers must be athletic to travel with GAP
Reading 11 A Day in the Life of Richard Spacey
A DAY IN THE LIFE OF RICHARD SPACEYCruise Director Royal Caribbean International
Voyager of the Seas one of the largest and most innovative cruise ships ever built has a total guest capacity of 3700 with 1200 crew members Voyager of the Seas is a revolution in the cruising industry A floating city she features the worldrsquos first floating ice skating rink a rock climbing wall an inline skating track and the largest and most advanced theatre on the seas There is a four-story Royal Promenade shopping and entertainment area the entire length of the shop that acts as the main area for the ships activities and entertainment Cruise director Richard Spacey was very important in organizing the entertainment and activities program aboard with a support staff of 130 people What follows is an account of a day in the life of the cruise director of one of the largest cruise ships in the world
MONDAYmdashFIRST DAY AT SEA
730-830 am- Yesterday 3650 guests came aboard the ship in Miami and we headed for our first port of call Labadee our own private island on the coast of Hispaniola Before most of our guests arrive I plan and submit our daily activities schedule for the whole voyage to our hotel director Three couples were married in the wedding chapel yesterday and they are included in the 108 couples that have chosen to spend their honeymoon with us I have organized a special party later in the week to celebrate this happy occasion The youth activities manager reports that there are more than 600 children aboard ranging in age from 3 to 17 We offer a special deck and pool areaarcade for children in addition to our extensive youth facilities which include a teen dance hall
24
I oversee the cruise management team consisting of youth activities international guests shore excursions and business group functions including seminars group meetings presentations and cocktail parties
845-930am- Hotel directorrsquos meeting All of the division heads in the Hotel Department meet to discuss the daily operation of this floating hotel Todayrsquos agenda includes a monthly safety meeting Each division head presents his or her monthly report on safety and environmental protection Hospitality and the safety of our guests and crew are our top priorities
945-1030am- The start of my public duties I give a daily announcement and an explanation of all the activities and entertainment happening on the ship I start my morning walk around Time to start the first session of Jackpot BINGO for the week I walk by two acrobats performing for our guests on deck to entertain them They play different characters through the cruise and add quite a lot to the guest experience
The ice rink is busy with guests skating at our first All Skate session There are several sessions throughout the day The ice skating cast of performers are responsible for running the session as well as skating in our Ice Show
1100-1200noon-Time to change out of my day uniform into a business suit and put on stage makeup for the taping of our onboard talk show called ldquoVoyager Liverdquo I am one of the main sources for revenue making on board The television show is great on a small floating city 37 channels offer safety information music shopping tips CNBC CNN ESPN and free movies in several languages
Noon - Lunch with the staff in the Officers and Staff Dining Room
100-230pm -Change out of my business suit into shorts and a t-shirt to introduce the Belly Flop Competition at 130 at the pool Always a ldquobigrdquo event among our guests Quite a few laughs This is followed by cruise style horse racing We pick six people who move six wooden horses by a roll of the dice The betting is fierce as all of the guests cheer their favourite horses on Everyone loves the horse racing I am the track announcer for three horse races
I stop by the Sports Court to check out the action The sports court is full of families enjoying our Family Hour activities with the youth staff We offer a nine hole mini golf course golf driving simulator full court basketballvolleyball inline skating table tennis and a rock climbing wall that rises up 200 feet
300-830pm -First a POWER NAP The day will not end until about 1230am Being available all of the time is very exhausting The nap will help me stay up late
After I go back to the office to catch up on email and help organize the office It is also time to work on budgets and revenue predictions for next year
25
At dinner hour I got to the main deck to speak with the guests at the Welcome Aboard reception The captain gives his welcome speech and then we send them off to their dinner or the show at 830
At 830 I meet in the Champagne Bar with the hotel director before dinner Tonight we will entertain guests who are on their 50th cruise and also a company who is thinking of booking 700 guests on a future cruise with us
900-1230am -I introduce the entertainment for the night in our main theatre for the guests After dinner and dessert I introduce the same show for the second seating and watch the show for quality control After the show finishes I do a final walk around the lounges on the ship with my assistant We have live music playing everywhere and karaoke has just finished in one of the main lounges The dance hall is full because of singlesrsquo night tonight and there are a few couples enjoying music in the Jazz club
A long full day Time for bed because I have to be on the deck at 800 am to welcome our guests to our first destination Labadee
Discussion Questions
PART A (730-945am)1 What does Richard do before most of the guests arrive2 How many guests are on the Voyager of the Seas How many of those are children3 What departments does Richard Spacey oversee as Cruise Director4 What is the agenda at the Hotel Directorrsquos meeting
PART B (945-100pm)1 What kind of announcement does Richard make at 9452 Who does he meet performing on the deck and what are they doing3 What two activities has Richard organized to start during this time4 Why does Richard have to change into a business suit at 11
PART C (100-830pm)1 Why does Richard change out of his business suit and into a pair of shorts2 What two events are very popular among the cruise ship guests3 What services do they offer at the Sports Court
PART D (830pm-1230am)1 Why does Richard take a nap during the middle of his business day2 Who does Richard have dinner with at 830 Why are they special3 What events has Richard organized to occur at night for the guests
26
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 53-54)
Follow up ndash Watch Royal Caribbean movie Royal Reunion directed by James Brolin Find on youtube New Royal Caribbean Movie Royal Reunion -- The Short Film Directed by amp Starring James Brolin or on Royal Caribbean website wwwroyalcaribbeancom
Reading 12 Focus on Recreation Hospitality and Recreation Inextricably Intertwined
FOCUS ON RECREATION Hospitality and Recreation Inextricably Intertwined
By Bart Bartlett PhD Professor Penn State Universityrsquos School of Hospitality Management
Americans have more leisure time than ever before and as leisure time has grown leisure activities have evolved and grown as well As a result there are many opportunities for recreation and for careers in recreation management This includes positions in commercial recreation (resorts themed resorts the ski industry) in non commercial recreation (national parks) and in golf clubs and sports venues
In many situations recreation and hospitality go hand in hand When a ski trip combines recreation on the slopes with food and beverage services in the hotel or when a hotel guest uses the hotelrsquos business services and the spa recreation and hospitality are both involved When a convention centre hotel provides rooms food and beverage coordinates meetings and also organizes group activities during the conference hospitality and recreation begin to merge
Resorts and resort hotels are an example of the combination of hospitality and recreation A mega-resort such as Walt Disney World Resort provides a clear example of this point On a Disney vacation a family may enjoy lodging and food and beverage services provided by hotel staff and management trained in hospitality go into the park itself to enjoy attractions and shows arranged and managed by a recreation specialist take a break to enjoy foodservice provided by a hospitality provider and at the end of the day enjoy dinner provided by the hospitality staff and entertainment or dancing arranged by a recreation professional
From this example alone it is clear that the commonalities in settings services and focus on guest satisfaction indicate that hospitality and recreation do indeed work together closely
VOCABULARY
27
Look at the words below With a partner try to think of the definitions of the words below by looking at the words in context from the readings Write down the definitions and compare with another set of partners
EVOLVEDOPPORTUNITIESCOMMERCIALVENUESGO HAND IN HANDCOORDINATESMERGEMEGACOMMONALITIES
Check your Understanding1 What are some areas where you can work in recreation management2 List 3 examples where hospitality and recreation ldquogo hand in handrdquo3 Think of some other places like Walt Disney World where hospitality and recreation work closely together Explain how the two work together
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 374)
Reading 13 Beverage Industry
Java Coffee House CASE STUDY
Michelle Wong is manager of the Java Coffee House at a busy location on Union Street in San Francisco USA Michelle says that there are several challenges in operating a busy coffeehouse such as training staff to handle unusual circumstances For example one guest consumed a cup of coffee and ate two-
thirds (23) of a piece of cake and then said he didnrsquot like the cake so didnrsquot want to pay for his order
Another problem is suppliers who quote good prices to get her business and then two weeks later raise the price of some of the items Michelle says that the young employees she has at the Java Coffee House are her greatest challenge of all According to Michelle there are four kinds of employeesmdashlazy good but not responsible those who steal and great ones who are no trouble
Discussion Questions
28
1 What are some suggestions for training staff to handle unusual circumstances like the one in the case study
2 How do you ensure that suppliers are delivering the product atthe price promised
3 What do you do with lazy employees
4 What do you do with irresponsible employees
5 How do you deal with employees who steal
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 340)
Reading 14 Corporate Profile Starwoods Hotels
Corporate Profile Starwood Hotels
Starwood is one of the worldrsquos largest hotel and leisure companies Its brand names include St Regis the Luxury Collection Sheraton Westin W and Four Points by Sheraton Through these brands Starwood is well represented in most major markets around the world
Operations are grouped into two business segments hotels and vacation ownership operations Revenues and earnings come primarily from hotel operations which include the operation of owned hotels management and other fees earned from hotels managed through contracts and the collection of franchise fees
Second Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80countries and is made up of 140 hotels
29
Next Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts There are 19 vacation ownership resorts in the United States and the Bahamas
Fourth Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition The luxury brands continue to find new customers while maintaining loyalty among the worldrsquos most active travelers The strength of the Starwood brand is proven by superior ratings received from hotel guests and industry magazines The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list
Fifth Starwood has sophisticated and diverse hotel properties throughout the world including the St Regis in New York City the Phoenician in Scottsdale Arizona the Hotel Gritti Palace in Venice Italy the St Regis in Beijing Chinarsquo and the Westin Palace in Madrid Spain These are among the leading hotels in the industry and they provide the highest quality and service
Finally Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises Starwood plans to meet these goals by taking advantageof its large customer base and reach in the industry to reduce costs The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals more challenging
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 566)
Match the sentence parts to make correct definitions1 Starwoodrsquos strong brand a comes primarily from hotels2 Revenue at Starwood b is proven by high ratings from guests and industry
magazines3 Luxury and upscale hotels c help to increase Starwoodrsquos global presence totaling 733
hotels4 Franchised hotels d continue to visit Starwood hotels because of the high
quality and service5 Loyal Travellers e represent the majority of Starwoodrsquos hotel properties
Look at the statements below Put lsquoMrsquo next to the statement that is the MAIN IDEA Put lsquoSrsquo next to the statement that is a SUPPORTING IDEA or DETAILParagraph 1a Starwood is one of the worldrsquos largest hotel and leisure companies _______b Operations are grouped into two business segments hotels and vacation ownership operations ______
Paragraph 2
30
a Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80 countries and is made up of 140 hotels ______b Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry ______
Paragraph 3a There are 19 vacation ownership resorts in the United States and the Bahamas _______b Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts ______
Paragraph 4a Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition _______b The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list ______
Paragraph 5a These are among the leading hotels in the industry and they provide the highest quality and service ______b Starwood has sophisticated and diverse hotel properties throughout the world _____
Paragraph 6a Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises ______b The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals morechallenging ______
Match each word from the reading with a definition Write the letter of the definition next to the word1 Brand a worldly cultured and refined2 Revenue b a part of the whole3 Segment c different in design and services4 Loyalty d a product or image created by a company5 Sophisticated e make good use of something for personal benefit6 Upscale f above average in quality of high rank7 Diverse g permission given by one company to another to sell its products
and services8 To take advantage of h income9 Franchise i expensive and wealthy sector of the market10 Superior j support and confidence in a person or company
31
Complete each sentence below using one of the words from above Be sure to use the correct form of the word Not all words will be used1 The company decided to hire Nicholas over all the other applicants because he had __________ skills and experience2 Companies reward customers for their __________3 John spoke with the manager at his local McDonalds to see how he could open up his own ____________4 Elena has travelled all over the world and she can speak 4 different languages She is so ______________
Reading 15 Hospitality is Offering a Cup of Kindness
FOCUS ON SERVICEHospitality is Offering a Cup of Kindness
William B Martin Cal TechmdashMonterey Bay
Customer service is the primary focus of hospitality It is what hospitality is all aboutmdashwhat we do If you are interested in a hospitality career it is important to understand and learn as much as possible about customer service and particularly how to be successful at it Your success will come from a complete understanding of hospitality
Letrsquos begin by exploring why we provide hospitality Why are hospitality businesses in business What is the primary purpose of a foodservice operation A lodging travel or tourism related business Is it just for money Many of you might answer lsquoyesrsquo to this question But as you will see hospitality is much more than just about money Money is important but it is not the primary purpose of hospitality
Our job is to enhance the lives of those people (guests customers passengers etc) to whom we are dedicated to serve Yes it is that simple Our job is to make the lives of others better in a small way or big way it makes no difference Whatever it is we are out to make peoplersquos lives on this planet a little bit better or maybe even a lot better This is our purpose It is where we find meaning We enhance their lives through service and begin by understanding what it is they need The problem is that all of our guests come with many needs Some we can meet some we canrsquot If you can work toward helping them satisfy these needs you can go a long way toward making their lives better through kindness Quality customer service demands that service providers understand what it is that you want Kindness after all comes through understanding Kindness is demonstrated by making everyone feel welcome
Quality customer service also requires that we make all our guests feel so comfortable that they donrsquot need to worry because they are in good hands Whether they deserve it or not they should be made to feel important Why Because we all have a need to feel important This is our job
32
We need to stay focused on the primary purposes of hospitality We need to understand the power of kindness and the importance of satisfying the basic needs of our guests Hospitality and customer service success are found in our ability to enhance the lives of others through how we treat themmdashwith a little cup of kindness
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 17)
FOCUS ON SERVICECHECK YOUR UNDERSTANDING
1 What is the main idea of this reading passage What detail does the author use to support this point
2 According to the article which of these statements would a successful hospitality employee agree withA I always focus on making money when I am workingB I enjoy making the guest feel comfortable and importantC Only the employees who speak with guests need to focus on customer service and kindness
3 Use the vocabulary from the crossword to complete the sentences below Be sure to use the correct form of the wordA Most English teachers try to think about the language___________ of their students when they design their lesson plansB Students who are ___________ to learning English study it every single day These students _________ their high grades and praise from the teacherC The ________ in Rm 118 has checked out He left the housekeepers a large tip for their excellent and fast __________D Irsquom never shopping at this grocery store again The ________ of their food is horribleE Oh no One of the ________________ for my wedding has cancelled
Reading 16 Hotel Guest
Checking Out a Guest CASE STUDY
33
A guest walked up to the front desk agent in an upscale hotel ready to check out As she would usually when checking out a guest the agent asked the guest what his room number was The guest was in a hurry and showed his anxiety by responding ldquoI stay in a hundred hotel rooms and you expect me to remember the room numberrdquo
The agent then asked for the guestrsquos name to which he responded ldquoMy name is Mr Johnsteinrdquo After asking him to repeat himself the agent began to look for the guestrsquos last name but the name was not listed in the computer Because the man had a heavy accent and the agent assumed that she had misunderstood him she politely asked the guest to spell his last name He answered ldquoWhat Are you an idiot The person who checked me into the hotel last night had no problem checking me inrdquo Again the agent looked on the computer to find the guest was not in the system
The guest becoming even more frustrated said ldquoI have a plane to catch and it is ridiculous that it has taken you this long to check me out I also need to fax these papers off but I need to have them photocopied first and the agent responded ldquoThere is a business center at the end of the counter that will fax and photocopy whatever you needrdquo The guest replied ldquoIf I wanted your opinion I would have asked you for it Havenrsquot you ever heard of customer service Isnrsquot this a five star hotel With your bad attitude you should be working in a three star hotel I canrsquot believe they let you work here at the front desk Havenrsquot you found my name yet
The agent who was beginning to get upset asked the guest again to spell out his full name The guest angrily replied ldquoHere are my papers I want faxed if you are capable of faxing themrdquo The agent reached to take the papers and the guest shouted ldquoDonrsquot grab them from my hand You have a bad attitude and if I had more time I would talk to someone about getting you removed from your position to a hotel where they donrsquot require such quality of customer servicerdquo
The agent was very upset but kept herself calm to prevent the guest from getting annoyedThe agent continued to provide service to the guest sending the faxes and making the photocopies he had requested Upon her return the agent again asked the guest to repeat his last name because he had failed to spell it out The guest replied by spelling out his name ldquoJ-o-h-n-s-t-o-n-erdquo The agent was finally able to find his name on the computer and checked him out while he continued to verbally attack her The agent finished by telling the guest to have a nice flight
Discussion Questions1 Should the front desk agent have called the manager over to finish the checkout Or should she deal with the rude customer herself2 Would you have handled the situation the same way If yes explain why If no what would you have done it differently
Prepare to share your ideas with the class
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 pg 159)
34
Reading 17 Trends in Visitor Attractions
Trends in Visitor Attractions
What changes have there been in the development of attractions over the years Think about the difference between attractions when your parents were your age and what they are like now
Take a look at the reading below and see if your predictions were correct
INSIDE TOURISM THE CHANGING FACE OF THE lsquoATTRACTIONS INDUSTRYrsquo
As the wishes and tastes of tourists and visitors change tourist attractions have to change as well In the last twenty or thirty years there have been some significant developmentsNatural attractions like sandy beaches and mountains cannot change very much but there have been developments in particular a concern to preserve the environment and to make any buildings fit into the natural context
Perhaps the greatest changes have been in man-made attractions like museums and historic sites which have been redesigned to make them more interesting and entertaining places to visit while still maintaining their role of teaching visitors about the past In many of them the aim is not just to display the past but to take visitors into the past in an interactive waySome have been converted into lsquoliving museumsrsquo where actors in costumes meet the public and play the roles of characters from the past In others history is made vivid and exciting through the use of realistic waxworks animatronic models sounds and even smells to conjure up a sense of the past
Traditional festivals by definition are unchanging but there has been a trend to increase the number of special events and festivals as cities realize that holding a music festival or an arts event is a good way of attracting tourists
Entertainment and leisure facilities are always having to reinvent themselves In the developed world the simple rectangular swimming pool for example is no longer enough-it has to be a water park with flumes chutes splash zones and wave machines
The tourist is always looking to discover new attractions (as if their happiness depends on it) and because of this the lsquoattractions industryrsquo has to keep on changing
Check your Understanding1 Why do tourist attractions have to change
35
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
Avoid topics of conversation that you think may be sensitive If a topic is sensitive in your own culture it will more than likely be the same in other cultures Feel free to show interest in the history and customs of the place you are visiting but dont ask too many questions about why things are done a certain way you may offend the local people
4 Displaying affection Keep in mind that in many cultures displaying affection in public is considered taboo Kissing on the street or in public places is unacceptable behavior and should be avoided If you are unsure of how to behave watch the local people and copy them-if they dont behave in a certain way you probably shouldnt either
5 Choosing gifts If you are traveling on business or plan to stay with a host family and you wish to take a gift do some research The idea of the perfect gift varies greatly from country to country and one of the easiest ways to offend somebody is to give the wrong gift In China it is taboo to give clocks and fans The Chinese word for fan has a similar sound to the word for separation while the sound for clock is similar to that of death In Japan gifts should never be given in sets of four as the sound of the word four in Japanese is similar to the sound of the word meaning death
6 Opening gifts The opening of gifts is also treated very differently around the world In many Western countries do not be surprised if your hosts immediately tear the wrapping paper from a gift in great excitement They will then tell you how wonderful the gift is even if they do not like it In most Asian countries it is considered impolite to open gifts in front of the gift-giver for fear of offending the person
Wherever you go in the world always be tolerant of the local customs Avoid being critical try instead to show respect for the values of the country you are in even if you do not necessarily agree with them
1 The author of the reading passage has most likely __ a traveled a lot b taught at a university c written several books
2 According to the reading which articles of clothing should YOIJ plan to travel with a a T-shirt and shorts b a jacket and hat c pants and a long-sleeved shirt
3 If a topic isnt appropriate to talk about in your country it probably __ okay to talk about in another country
a might be b should be c isnt 4 According to the reading __ is not appropriate behavior in many countries
a kissing in public b expressing gratitude c giving presents 5 According to the reading the best gift to give someone from China is __
a a fan b a clock c neither a nor b B The statements below are about the reading Complete each one using the correct word or
7
phrase 1 Itrsquos useful to learn words for please thank you may I as well as ________________2 When youre unsure about how to behave watch the ______________ 3 The Chinese word for clock and the Japanese word for four both have the
same sound as the word meaning _______________ 4 In Asian countries it is considered impolite to open gifts ______________the giver of the gift 5 While in another country if a local person cant understand something you are saying try _____________or pointing to the object
C Critical ThinkingDiscuss these questions with a partner 1 Which topic that the author covered do you think is the most important Why 2 What other topic could be included in this reading passage
VocabularyA Look at the list of words and phrases from the reading Match each with a definition on the right 1 far-off a place 2 locale b patient able to bear annoyance well 3 adapt c deserving of religious respect 4 gratitude d a feeling of liking or love 5 sacred e not modern cautious 6 conservative f thankfulness 7 affection g pointing out what is wrong 8 tolerant h change to be more suitable 9 critical i distant
B Compete the sentences below using the vocabulary from A Be sure to use the correct form of the word 1 When Jamie moved into her own apartment it took her a while to _________ to living alone 2 Claras father has some very _______________beliefs For example he thinks a woman shouldnt work after she gets married 3 After receiving a gift in the United States its common to send a thank-you card to express ones ________________ 4 That beach community has become a favorite ________________for retired people to live in 5 Jacks parents are too ___________of their sons bad behavior They let him do whatever he likes 6 Hiromi has a great deal of ______________for her grandfather and visits him at least once a week 7 Ive been to many neighboring countries but Ive never traveled to any really _____________ places 8 Kristin and Marcus disagree a lot and they are very _________of each others opinions 9 Churches mosques and temples are ____________places for religious activities
8
(Source Anderson N J Active Skills for Reading Book 3 Unit 1 pages 17-20)
Reading 4 Culture and Body Language
BODY LANGUAGEOrder the following elements of communication in terms of importance tounderstanding the messageWords _____Tone of Voice _____Facial and Body Expressions ______
You might be surprised by the answer
Much of the impact you create an interview is based on your body language and getting this right is essential The way you walk sit and act may influence your interviewerrsquos opinion of you as much as what you actually say
Here is a list of body language behaviour in North America Categorize them as either negative body language or positive body language
Staring at the floor Direct Eye Contact Strong Handshake Nodding Sweating Crossing your arms Pointing with your finger Playing with your clothesSmiling Standing or sitting very close to another personGood Posture Leaning closer to another person Fidgeting Looking at your watch
Positive Body Language Negative Body Language
(Adapted from Cambridge English for Job Hunting Cambridge University Press Colm Downes 2008 Pg 50)
What are some examples of positive and negative body language in China
Positive Body Language Negative Body Language
9
When we communicate with other people it is not only our words that contain the meaning An important part of that meaning comes from what is called non-verbal communication By this we mean facial expression gestures with hands arms legs the way we sit or stand the way we touch other people the distance we keep between ourselves and the people we are talking to our dress and our appearance All these say something to other people
Facial expressions and gestures are used by everyone often spontaneously even unconsciously Smiling for example is found in most cultures as a sign of happiness or pleasure Gestures such as pointing waving shaking or nodding the head are also widely used although the gestures themselves do not always mean the same in every culture I once asked a Portuguese student why bank officials in Lisbon seemed so unhappyndash sorry Lisbon bank clerks but its true ndash and he told me that if they smiled too much they would not seem serious about their work
Because many non-verbal messages are culture specific they can cause a lot of misunderstanding between people from different backgrounds Northern Europeans and Americans for example like to keep a certain personal space between themselves and others and feel uncomfortable if people come too close to them In these same cultures it is considered impolite to stare but Greeks it is said feel ignored if people do not stare at them in public Europeans usually change their facial expression to show happiness anger boredom sadness For this reason they call oriental people mysterious because they change facial expression much less
In styles of dress we also make important statements about ourselves Dress codes vary greatly from one culture to another and it is easy to make mistakes about peoples status if you dont know the cultural norm In Mediterranean cultures bank officials and similar employees wear short-sleeved open-neck shirts and no jackets This casual dress would not be acceptable in northern Europe where suits and ties are a sign of seriousness Ambitious women in western cultures wear classic clothes in plain colours to indicate their dedication to career
One of the main differences between verbal and non-verbal communication is that we are often not conscious of the expressions and gestures we use and so we are in danger of giving more information than we really want to or even of giving a conflicting message with our body language to the one expressed in our words
Check your Understanding
Choose the best answer1 Body Language is
a The way we dressb The expressions on our facec Non-verbal communication
2 When we do something lsquospontaneouslyrsquo (line 7) we do ita immediately
10
b after careful thoughtc reluctantly
3 lsquoStatusrsquo (line 24) meansa conditionb position in societyc age
4 lsquoClassic clothesrsquo (line 28) area fashionable wearb casual dressc sensible and traditional clothes
5 A lsquoconflicting messagersquo (line 32) gives peoplea useful informationb confusing informationc wrong information
Posture is the word used to describe the way we use our whole body We can stand straight and still we can sit back in a relaxed manner we can fold our arms cross our legs we can lie down we can jump about Each posture reflects our emotion and attitude
Match the description of a posture to an attitude or emotion
POSTURE EMOTION
Sitting and crossing your arms Keeping eye contact Raising your eyebrows Moving your shoulders up and down (shrugging)Sitting and tapping your fingers on the tableFidgeting with your clothes Leaning forward in your chair
InterestBoredomAngerSurpriseNervousnessDisinterestConfidence
In pairs discuss the following questions1 How could your body language cause problems in an interview2 How can you avoid these problems
(Adapted from httpwwweslteachersboardcomcgi-binlessonsindexplnoframesread=917And Cambridge English for Job Hunting Cambridge University Press Colm Downes 2008 Pg 50)
Reading 5 My Time on Coconut Island
11
Coconut Island
1 How would you describe the building in this picture
Modern Old Clean Dirty Pristine Run-down Simple Luxurious
Would you vacation at a location like this WhyWhy not If no what kind of accommodation would you prefer
2 Is this an example of formal (ex business letters and resumes) or informal (ex emails and magazines) writing List examples of why you think it is either formal or informal
3 What are some positive things the writer has to say about Seaview Resort and Coconut Island What are some negative things the writer has to say
My Time on Coconut Island I was told Coconut Island was developing fast I understood that this meant it was once a pristine island heading towards environmental destruction caused by uncontrolled tourist development Perhaps they meant it in a more positive light I wasnrsquot sure I went there to find outDriving down the east coast expressway you donrsquot see much The landscape is pretty flat most of the way with just a few trees and roadside shacks selling pineapples Oh and of course the usual construction workers widening and
12
improving the road However once you get to the end of the road and the ferry terminal you look across the sea and see a huge mountainous island rising up in front of you I felt excited and a little nervous
We crossed the water without any problems but left the ferry stuck behind trucks carrying construction materials ready to pour concrete all over this beautiful island Although we knew the sparkling white beach was just meters from the road we couldnrsquot see it for some time Not because of palm trees but because of all of the shops selling tourist merchandise and all the dust thrown up by the construction trucks Fortunately the tourist shops thinned out within 20 minutes and shortly afterwards we arrived at our destination Seaview Resort We werenrsquot disappointed We had been promised fine white sand and clear turquoise water and we got it Only problem was there was just a few feet of white sand and that was mostly covered in beach towels from other tourists who had got there before us Ah well not to worry We could explore up the beach for a quiet spot later We checked out the rooms and facilities and everything was just as you would expect from a mid-range hotel It also had quite a nice little restaurant right on the beach and therefore great for a cold beer and our first sunset It was perfect
The following morning after cold bacon and eggs for breakfast it seemed that the same people from yesterday were hogging the sun beds and beach space again so we decided to walk down the beach and explore a little further In actual fact I was pleasantly surprised I was expecting the whole beach to be lined with resorts packed side-by-side but actually on this beach there was still plenty of space for developers The closest buildings to us were a couple of beachside family-run cheap-and-cheerful restaurants with bamboo chairs and tables At 300 meters away they were also just too far away for most of the package tourists And this was generally where we spent most of our days An added bonus was that at the shack- White Sands to give it its official name (the name was on a piece of driftwood tacked to a nearby palm tree) the food was far far better than the resortrsquos Whereas the resort chef had removed any local flavour from the food the White Sands staff had managed to keep their food authentic
So most of our days were spent relaxing by the sea but one day we went for a cruise around the island While we were travelling we could see all of the development on Coconut Island There were plenty more resorts being built and the green forests of palm trees became bare hills of tourist development However on the cruise we had a chance to snorkel and swim After a couple of hours in the sun we returned home to rest
Before too long our trip on Coconut Island was over Overall I was pleasantly surprised Okay itrsquos getting developed but you can still find pristine and peaceful beaches by spending a little bit more effort to get there In general most of the development is on the beach and so the interior is still beautiful Itrsquoll take another few years yet to spoil it so my advice is to enjoy it while you can
13
Working with the other students in your group think of some ideas why development would be a positive thing for the island and why it would be a negative thing for the island
REASONS FOR DEVELOPMENT REASONS AGAINST DEVELOPMENT
Your turn Choose 6 of the bolded words and use them to describe a place that you have traveled to When you are finished share your work with your group___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
(Adapted from wwwonestopenglishcom)
14
Reading 6 Banff National Park - One
BANFF NATIONAL PARK
Match the following words with their closest synonym or synonym phrase (words with the same meaning)
Preserve Exhilarating Glaciers Mammals Heritage Rugged Turquoise Getaway Vast Marvel
VacationSlow moving iceGreen-Blue colourRoughValuedKeep the sameExcitingWarm blooded animalFeel wonder and aweLarge
What kinds of activities and services are provided at national parksCircle the services you think apply
Laundry Restaurants City Tours Swimming Business Meeting Rooms Skiing Accommodations Room Service Fishing Hiking Concerts Housekeeping
Banff National Park- Reading One
Banff National Park (established 1885 6641 sq km) is Canadarsquos first and most heavily visited national park Its eastern gate is located 111 km west of Calgary in the Rocky Mountains Originally set aside to preserve the hot springs for public use Banffrsquos blend of towering peaks and flower-strewn meadows makes it among Canadarsquos most exhilarating holiday areas
The largest cave system in Canada extends for 23km below the Columbia ice fields The glaciers still clinging to upper mountain slopes have helped shape the parkrsquos landscape creating numerous lakes waterfalls and broad U-shaped valleys Forests of pine spruce and alpine fir soften the sides of the mountains and are home to many large mammals including moose elk black bear and the grizzly bear-the parkrsquos most formidable resident Bighorn sheep mule deer and other wildlife can often be seen alongside park roads In contrast the small population of cougar and wolf are rarely seen
Campgrounds resorts alpine and cross-country skiing and 1100km of hiking trails are found outside the Banff town site Over 45 million visitors come to the park each year
(Adapted from httpwwwthecanadianencyclopediacomindexcfmPgNm=TCEampParams=A1ARTA0000494)
15
Comprehension Questions1 Why was Banff National Park created2 What have the glaciers created in Banff National Park3 How many kinds of trees are there in the park What are their names4 What large mammals will you regularly see in the park
Banff National Park- Reading Two
Adventure is calling you to Banff Lake Louise and Banff National Park As a UNESCO World Heritage Site Banff offers rugged beauty unspoiled landscapes and pristine mountain ranges Experience an unrivaled alpine escape at ldquoThe Worldrsquos Finest National Parkrdquo You can also drink in naturersquos wonder at Lake Louise ndash one of the Canadian Rockiesrsquo most beloved destinations with turquoise waters sparkling underneath the towering Victoria Glacier
During your getaway you are sure to love our comfortable accommodations cool restaurants and stores fun activities colorful festivals and unique sights Big impressive mountains metres of dry light powder snow - that is skiing and snowboarding in Banff National Park Banff Lake Louise skiing offers vast terrain with hundreds of kilometres of marked trails from beginner to expert
Banff summer adventures bring you face to face with nature Marvel at majestic wild animals inspiring wild spaces jagged mountain peaks and thickly forested alpine valleys Enjoy abundant Banff Lake Louise summer activities Explore scenic driving routes Take a casual stroll through wildflowers in an alpine meadow or test your extreme limits climbing to the roof of the Rocky Mountains Backpack across rock ridges formed by undersea oceans over 45 million years ago Tee off at a five-star golf course Throw a fish hook in the water walk on a glacier or canoe on Lake Louisersquos turquoise water Finally you could also take a guided trip outside the park for whitewater rafting and ATV fun
(Adapted from httpwwwbanfflakelouisecom)
Comprehension Questions1 What is one of the Rockiersquos most beloved destinations2 What kinds of activities does this reading say you can do at Banff in the summer3 What do you think sounds more interesting-the winter or summer activities Why
Discussion Questions1 What is the difference between reading one and reading two about Banff National Park2 Which one makes you want to visit Banff National Park more Why List some words
that make you interested in traveling there3 Where would we find a reading like reading one4 Where would we find a reading like reading two
16
List some facts and opinions from Reading One and Reading Two
Reading One Reading Two
Facts
Opinions
Reading 7 Cultural Tourism
Welcome to Rural Vietnam
Welcome to a corner of Asia where you willfind a lifestyle that goes back for centuriesFishing on the Mekong Delta farming in Central Vietnam or crafts in Bac Ninh Provincemdashwhatever your own interest we are sure you will find something to delight you in rural Vietnam
Vinh Long ProvinceLocated between the Tien and Hau rivers the fertile lands of Vinh Long nourish thousands of fruit orchards while the countless small islands provide ideal conditions for ecotourism and observing wildlife In addition you will be able to observe the centuriesmdashold activities of Southern Vietnam such as processing rice paper and traditional Vietnamese cooking Especially interesting in Vinh Long is the opportunity to stay overnight in local residentsrsquo homes There is a small but growing number of private homes that offer home stays At the moment they provide accommodation and entertainment for up to 150 tourists per night
Quang Nam ProvinceFor visitors who want to be really active in their holidays we recommend a visit to one of thevegetable farming villages near the town ofHoi An in the central province of Quang NamHere for a day you can toil shoulder to shoulder with a Vietnamese farmer Hosts and guestswork the land planting rice or collecting vegetables that they sell in the local marketsFor lunch you can get to eat colocynth (similar to a bitter apple) and tom huu which is atraditional dish made of vegetables
Bac Ninh ProvinceThe homeland of Quan Ho art has many traditional trade villages In Xuan Lai village you can find excellent bamboo products especially from black bamboo while Phu Lang is famous for its pottery Thousands of ancient pots have been found here and even today there are
17
about 300 families in the village doing pottery work
Tho Ha is famous for pottery but nowadays it has also started to produce wine Another village that is well known for traditional wines is Van on the bank of the Cau River The villagers here are happy to let visitors photograph their wine being made and to try it or to buy it but the brewing process itself is a secret
Finally Da Hoi is a must This 400 year old trade village is famous for its traditional silk cloth and women there still raise silkworms and weave fabulous fabrics that they sell
Check your Understanding1 What can you do in Quang Nam Province if you are feeling active2 What kind of cultural products can we find in traditional Vietnamese trade villages3 Where can up to 150 tourists per night stay in Vinh Long Province4 Which province would you want to visit most Why
Match the vocabulary word from the reading with its closest definition on the rightDelight WorkNourish Skilled workToil CaterpillarTrade Provide forSilkworms Please
Think about all of the places that you would like to experience culturally Where would you go What would you see and do Discuss your answers with a partnerReport your answers back to the class
(Adapted from Tourism 2 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2009 Pg 48-49)
Reading 8 Tourists in a Fragile Land
ECOTOURISM
VOCABULARY IN CONTEXTGuess what the underlined word means in each numbered sentenceCircle T or F for the statement that follows
1 The desert landscape is very flatT F ldquoLandscaperdquo means the way the land looks
2 We must preserve the rain forest because it is the home of many birds that cannot live anywhere else
T F It would be good to cut down the rain forest now so we can use the wood
18
3 The ozone hole may be dangerous to people who live on the earth It is a hole in the ozone layer
T F The ozone layer is made of gases that protect the earth from the bad effects of the sun
4 Some scientists believe that global warming will cause the ice of Antarctica to meltT F The earth will become too hot
5 That island is inhabited only by birdsT F All kinds of animals live there
6 The highest mountain in the world is Mount Everest I donrsquot know how some people can go there because it is such a harsh place
T F Itrsquos really comfortable
7 Next summer I am going to travel to a very remote part of Asia It will take a long time to get there but I want to go to a place where few visitors have gone
T F This is a place thatrsquos easy to get to from the big city
8 His wife said ldquoThink about the consequences if you lose your jobrdquoT F She might want her husband to think about not having any money to pay
the bills for the family
9 The coastal cities of a country are often popular vacation spots because people like to be near the ocean
T F These places are often in the centre of the country
10 The oceans of the world are vast places of waterT F The oceans are smaller than other places of water
11 The ice on the pond was so fragile that the children couldnrsquot ice skateT F The ice could break easily
Making Predictions Tourists in a Fragile LandYou are going to read an opinion essay about tourism in Antarctica The essay was written by a scientist who works there What do you think his opinion will be Choose one
a Tourists should not visit the Antarctica because they may cause problemsb Tourists should visit Antarctica because there is so much for them to learnc Tourists to Antarctica should pay a special tax to help scientists with their work there
19
Tourists in a Fragile Land
As a scientist working in Antarctica I spend most of my time in the laboratory studying ice I am trying to find out the age of Antarctic ice All we know for certain is that it is the oldest ice in the world The more we understand it the more we will understand the changing weather of the Earth Today I had to leave my work to greet a group of tourists who were taking a vacation in this continent of ice And although I can appreciate their desire to experience this beautiful landscape I feel Antarctica should be closed to tourists
Antarctica is a place of important scientific research and it must be kept only for this purpose Many scientists are using Antarctica to study the effects of the ozone hole that was discovered above Antarctica in 1984 They are also trying to understand global warming If the earthrsquos temperature continues to rise the health and safety of every living thing on the planet will be affected Also biologists and botanists study the animals and plants that live on the frozen land trying to understand how life can live in such a harsh environment
When tourists come here they can hurt the environment and interrupt our research Many scientists complain that tourists leave garbage on beaches and disturb the plants and animals In a place like Antarctica it can take 100 years for a plant to grow back after it was picked andtourists taking pictures of baby penguins from cruise ships caused an oil spill that killed many penguins and destroyed a 5 year research project
There is no government here and it is owned by no one Who will protect it Who is responsible for it The scientists are trying but the tour companies making money by sending tourists south are not If we donrsquot protect Antarctica now there may be serious consequences for everyone The ice here holds 70 of the worldrsquos fresh water If the ice melts it will cause devastating floods The ice also acts as a natural air conditioner for our planet Clearly Antarctica should remain a place for careful and controlled scientific research The only way to protect this fragile and important part of the planet is to stop tourists from travelling to Antarctica
Tourists in a Fragile Land1 Look at your prediction you chose about Tourists in a Fragile Land Was your prediction correct
2 Number the following main ideas in the order they appear in the reading
_______ Antarctica has no government_______ The entire world may be affected by problems in Antarctica_______ Many different scientists learn new things by studying Antarctica
20
3 Complete the following outline of the reading with details to support the pointsa Scientists learn new things in Antarctica because it is different from other places How is it different
i ______________ ice in the worldii Itrsquos plants and animals live in a very _____________ environment
b Problems in Antarctica may affect the worldi There is a large ________________ above Antarcticaii It has ____________ of the worldrsquos fresh wateriii The ice acts as a natural _________________ for the earth keeping it cool
4 The following statements are false Rewrite the false statements to make them truea The oil spill caused by a cruise ship killed many scientistsb The writer of the essay knows the age of Antarctic icec Biologists and Botanists study the scientists that live on Antarctica
Reading 9 Travel Journal A Tourists Experience
Travel Journal ndash A Touristrsquos ExperienceChile South America February 16The sunlight was shining so brightly as our plane flew over the snow covered Andes mountains which seem to go on forever
Island of Cape Horn February 16We spent the morning at a small church named Star of the Sea This is a quiet place where visitors are invited to remember all of the international sailors who died here They were all trying to sail around the southern part of South America and many of them lost their lives at sea
Drake Passage-aboard the tour ship Explorer February 19We were welcomed today by the captain and crew They gave us warm Antarctic jackets and introduced themselves to us Sea birds followed the ship closely sailing in the cold wind As we headed south we saw a pink ship in the distance Our captain explained that it was not a ship but an iceberg-the first one of our trip The more I saw the more I wanted to learn about this unique and beautiful place
Deception Island Antarctica February 21We landed on Bailey Head where thousands and thousands of penguins greeted us The crew gave us rules to follow to protect the environment We were told to bring all of the trash that we could find on the ice back to the boat because a scientist on the ship is studying how much garbage is created by tourists in Antarctica each year We were also told not to disturb or feed the penguins because it is harmful for them
21
Paradise Bay Antarctica February 25Today we reached the mainland of the continent Our guide helped us walk through snow to the peak of an iceberg 500 feet above the sea We heard the noisy sound of penguins and later we explored the mountains of ice in motorized rafts It was incredible I always thought ice was white but here in Antarctica it is blue because it absorbs all of the colours of the rainbow except blue All around us are mountains of ice that no one has ever explored It amazed me to think that no human has ever walked on these It is so beautiful We need to help protect this special environment When I get home it will be hard for me to explain what my trip was like but I will try
A Travel Journal
1 What kind of person do you think this tourist is2 Do you think she did anything that was dangerous to Antarctica Explain3 Which part of her trip did she enjoy the most Which part would you enjoy the most4 What did people do on this trip to protect Antarctica and keep it clean5 The chart below compares the views of the scientist with the views of the tourist Look back at Tourists in a Fragile Land and A Travel Journal and fill in the missing information
OPINIONS OF THE SCIENTIST OPINIONS OF THE TOURIST
1 The Antarctic environment must be preserved for research
1 As tourists learn about Antarctica and return home to tell their friends and family about its importance they may want to help preserve the environment of Antarctica
2 2 Tourists can help scientists with their experiments (collecting garbage for research)
3 Tourists donrsquot care aboutAntarctica
3
6 Which opinion do you agree with more-the scientists or the tourists Are there certain places in the world tourists shouldnrsquot be allowed to travel
(Adapted from Northstar Reading and Writing Intermediate 2nd ed Unit 6)
22
Reading 10 GAP Adventures
CORPORATE PROFILE GAP ADVENTURES
If you are tired of the one-week-in-the-Florida-sun vacation and want to do something exciting and off the beaten path then GAP Adventures is the perfect company to turn to They provide more than 600 different itineraries in more than 100 countries and have during the last yearsgiven more than 20 000 travelers the adventure of their lifetime This year approximately 15 million more people are expected to visit their web site some of them to change their lives forever
Their philosophy ldquoThe Freedom of Independent Travel with the Security of a Grouprdquo has been practiced since the start They respect their travelers as individuals and there is no requirement to be athletic to go on one of their trips The only thing needed is to have the spirit of adventure and the desire to experience a world totally different from what you areaccustomed to
Also the concept of responsible tourism is very important to GAP Adventures and they come and go and interact with the local populations leaving behind them only footprints Their commitment is to support local people and communities and to protect the environment they travel in To that end GAP Adventures developed Planeterra-the GAP Adventures Foundation that gives back to the people and communities their passengers visit on their trips
They hire people in different departments like Operations Product Sales and Marketing employing more than 300 staff worldwide Maybe the most obvious choice for you is the position as a GAP Tour Leader In this position you make peoplersquos holiday dreams come true and make sure all passengers have an enjoyable time
The local hostel where you spend the night is your home and your office is your backpack On your way to work you might have to hike the Inca Trail or canoe down the Amazon River This is the perfect job for you if you are passionate about different cultures travel and care about sustainable tourism
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 73)
GAP Adventures1 Match the following words from the reading on the left to words on the right that are closest in meaningAccustomed Spirit of adventureItineraries Philosophy Desire
uncommon placecourageresponsibleguiding beliefinterest
23
Off the beaten path Sustainable
familiar witha planned route
2 How is GAP different from other holiday tour operators3 What does ldquoleaving behind them only footprintsrdquo mean4 What is Planterra5 True or Falsea The GAP philosophy is ldquoThe Freedom of Independent Travel Without the Security of a Grouprdquob GAP Tour Leader is the perfect job for you if you like to be alone and sleep on the beach all dayc GAP Adventures has traveled with more than 20 000 travelersd Travelers must be athletic to travel with GAP
Reading 11 A Day in the Life of Richard Spacey
A DAY IN THE LIFE OF RICHARD SPACEYCruise Director Royal Caribbean International
Voyager of the Seas one of the largest and most innovative cruise ships ever built has a total guest capacity of 3700 with 1200 crew members Voyager of the Seas is a revolution in the cruising industry A floating city she features the worldrsquos first floating ice skating rink a rock climbing wall an inline skating track and the largest and most advanced theatre on the seas There is a four-story Royal Promenade shopping and entertainment area the entire length of the shop that acts as the main area for the ships activities and entertainment Cruise director Richard Spacey was very important in organizing the entertainment and activities program aboard with a support staff of 130 people What follows is an account of a day in the life of the cruise director of one of the largest cruise ships in the world
MONDAYmdashFIRST DAY AT SEA
730-830 am- Yesterday 3650 guests came aboard the ship in Miami and we headed for our first port of call Labadee our own private island on the coast of Hispaniola Before most of our guests arrive I plan and submit our daily activities schedule for the whole voyage to our hotel director Three couples were married in the wedding chapel yesterday and they are included in the 108 couples that have chosen to spend their honeymoon with us I have organized a special party later in the week to celebrate this happy occasion The youth activities manager reports that there are more than 600 children aboard ranging in age from 3 to 17 We offer a special deck and pool areaarcade for children in addition to our extensive youth facilities which include a teen dance hall
24
I oversee the cruise management team consisting of youth activities international guests shore excursions and business group functions including seminars group meetings presentations and cocktail parties
845-930am- Hotel directorrsquos meeting All of the division heads in the Hotel Department meet to discuss the daily operation of this floating hotel Todayrsquos agenda includes a monthly safety meeting Each division head presents his or her monthly report on safety and environmental protection Hospitality and the safety of our guests and crew are our top priorities
945-1030am- The start of my public duties I give a daily announcement and an explanation of all the activities and entertainment happening on the ship I start my morning walk around Time to start the first session of Jackpot BINGO for the week I walk by two acrobats performing for our guests on deck to entertain them They play different characters through the cruise and add quite a lot to the guest experience
The ice rink is busy with guests skating at our first All Skate session There are several sessions throughout the day The ice skating cast of performers are responsible for running the session as well as skating in our Ice Show
1100-1200noon-Time to change out of my day uniform into a business suit and put on stage makeup for the taping of our onboard talk show called ldquoVoyager Liverdquo I am one of the main sources for revenue making on board The television show is great on a small floating city 37 channels offer safety information music shopping tips CNBC CNN ESPN and free movies in several languages
Noon - Lunch with the staff in the Officers and Staff Dining Room
100-230pm -Change out of my business suit into shorts and a t-shirt to introduce the Belly Flop Competition at 130 at the pool Always a ldquobigrdquo event among our guests Quite a few laughs This is followed by cruise style horse racing We pick six people who move six wooden horses by a roll of the dice The betting is fierce as all of the guests cheer their favourite horses on Everyone loves the horse racing I am the track announcer for three horse races
I stop by the Sports Court to check out the action The sports court is full of families enjoying our Family Hour activities with the youth staff We offer a nine hole mini golf course golf driving simulator full court basketballvolleyball inline skating table tennis and a rock climbing wall that rises up 200 feet
300-830pm -First a POWER NAP The day will not end until about 1230am Being available all of the time is very exhausting The nap will help me stay up late
After I go back to the office to catch up on email and help organize the office It is also time to work on budgets and revenue predictions for next year
25
At dinner hour I got to the main deck to speak with the guests at the Welcome Aboard reception The captain gives his welcome speech and then we send them off to their dinner or the show at 830
At 830 I meet in the Champagne Bar with the hotel director before dinner Tonight we will entertain guests who are on their 50th cruise and also a company who is thinking of booking 700 guests on a future cruise with us
900-1230am -I introduce the entertainment for the night in our main theatre for the guests After dinner and dessert I introduce the same show for the second seating and watch the show for quality control After the show finishes I do a final walk around the lounges on the ship with my assistant We have live music playing everywhere and karaoke has just finished in one of the main lounges The dance hall is full because of singlesrsquo night tonight and there are a few couples enjoying music in the Jazz club
A long full day Time for bed because I have to be on the deck at 800 am to welcome our guests to our first destination Labadee
Discussion Questions
PART A (730-945am)1 What does Richard do before most of the guests arrive2 How many guests are on the Voyager of the Seas How many of those are children3 What departments does Richard Spacey oversee as Cruise Director4 What is the agenda at the Hotel Directorrsquos meeting
PART B (945-100pm)1 What kind of announcement does Richard make at 9452 Who does he meet performing on the deck and what are they doing3 What two activities has Richard organized to start during this time4 Why does Richard have to change into a business suit at 11
PART C (100-830pm)1 Why does Richard change out of his business suit and into a pair of shorts2 What two events are very popular among the cruise ship guests3 What services do they offer at the Sports Court
PART D (830pm-1230am)1 Why does Richard take a nap during the middle of his business day2 Who does Richard have dinner with at 830 Why are they special3 What events has Richard organized to occur at night for the guests
26
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 53-54)
Follow up ndash Watch Royal Caribbean movie Royal Reunion directed by James Brolin Find on youtube New Royal Caribbean Movie Royal Reunion -- The Short Film Directed by amp Starring James Brolin or on Royal Caribbean website wwwroyalcaribbeancom
Reading 12 Focus on Recreation Hospitality and Recreation Inextricably Intertwined
FOCUS ON RECREATION Hospitality and Recreation Inextricably Intertwined
By Bart Bartlett PhD Professor Penn State Universityrsquos School of Hospitality Management
Americans have more leisure time than ever before and as leisure time has grown leisure activities have evolved and grown as well As a result there are many opportunities for recreation and for careers in recreation management This includes positions in commercial recreation (resorts themed resorts the ski industry) in non commercial recreation (national parks) and in golf clubs and sports venues
In many situations recreation and hospitality go hand in hand When a ski trip combines recreation on the slopes with food and beverage services in the hotel or when a hotel guest uses the hotelrsquos business services and the spa recreation and hospitality are both involved When a convention centre hotel provides rooms food and beverage coordinates meetings and also organizes group activities during the conference hospitality and recreation begin to merge
Resorts and resort hotels are an example of the combination of hospitality and recreation A mega-resort such as Walt Disney World Resort provides a clear example of this point On a Disney vacation a family may enjoy lodging and food and beverage services provided by hotel staff and management trained in hospitality go into the park itself to enjoy attractions and shows arranged and managed by a recreation specialist take a break to enjoy foodservice provided by a hospitality provider and at the end of the day enjoy dinner provided by the hospitality staff and entertainment or dancing arranged by a recreation professional
From this example alone it is clear that the commonalities in settings services and focus on guest satisfaction indicate that hospitality and recreation do indeed work together closely
VOCABULARY
27
Look at the words below With a partner try to think of the definitions of the words below by looking at the words in context from the readings Write down the definitions and compare with another set of partners
EVOLVEDOPPORTUNITIESCOMMERCIALVENUESGO HAND IN HANDCOORDINATESMERGEMEGACOMMONALITIES
Check your Understanding1 What are some areas where you can work in recreation management2 List 3 examples where hospitality and recreation ldquogo hand in handrdquo3 Think of some other places like Walt Disney World where hospitality and recreation work closely together Explain how the two work together
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 374)
Reading 13 Beverage Industry
Java Coffee House CASE STUDY
Michelle Wong is manager of the Java Coffee House at a busy location on Union Street in San Francisco USA Michelle says that there are several challenges in operating a busy coffeehouse such as training staff to handle unusual circumstances For example one guest consumed a cup of coffee and ate two-
thirds (23) of a piece of cake and then said he didnrsquot like the cake so didnrsquot want to pay for his order
Another problem is suppliers who quote good prices to get her business and then two weeks later raise the price of some of the items Michelle says that the young employees she has at the Java Coffee House are her greatest challenge of all According to Michelle there are four kinds of employeesmdashlazy good but not responsible those who steal and great ones who are no trouble
Discussion Questions
28
1 What are some suggestions for training staff to handle unusual circumstances like the one in the case study
2 How do you ensure that suppliers are delivering the product atthe price promised
3 What do you do with lazy employees
4 What do you do with irresponsible employees
5 How do you deal with employees who steal
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 340)
Reading 14 Corporate Profile Starwoods Hotels
Corporate Profile Starwood Hotels
Starwood is one of the worldrsquos largest hotel and leisure companies Its brand names include St Regis the Luxury Collection Sheraton Westin W and Four Points by Sheraton Through these brands Starwood is well represented in most major markets around the world
Operations are grouped into two business segments hotels and vacation ownership operations Revenues and earnings come primarily from hotel operations which include the operation of owned hotels management and other fees earned from hotels managed through contracts and the collection of franchise fees
Second Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80countries and is made up of 140 hotels
29
Next Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts There are 19 vacation ownership resorts in the United States and the Bahamas
Fourth Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition The luxury brands continue to find new customers while maintaining loyalty among the worldrsquos most active travelers The strength of the Starwood brand is proven by superior ratings received from hotel guests and industry magazines The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list
Fifth Starwood has sophisticated and diverse hotel properties throughout the world including the St Regis in New York City the Phoenician in Scottsdale Arizona the Hotel Gritti Palace in Venice Italy the St Regis in Beijing Chinarsquo and the Westin Palace in Madrid Spain These are among the leading hotels in the industry and they provide the highest quality and service
Finally Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises Starwood plans to meet these goals by taking advantageof its large customer base and reach in the industry to reduce costs The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals more challenging
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 566)
Match the sentence parts to make correct definitions1 Starwoodrsquos strong brand a comes primarily from hotels2 Revenue at Starwood b is proven by high ratings from guests and industry
magazines3 Luxury and upscale hotels c help to increase Starwoodrsquos global presence totaling 733
hotels4 Franchised hotels d continue to visit Starwood hotels because of the high
quality and service5 Loyal Travellers e represent the majority of Starwoodrsquos hotel properties
Look at the statements below Put lsquoMrsquo next to the statement that is the MAIN IDEA Put lsquoSrsquo next to the statement that is a SUPPORTING IDEA or DETAILParagraph 1a Starwood is one of the worldrsquos largest hotel and leisure companies _______b Operations are grouped into two business segments hotels and vacation ownership operations ______
Paragraph 2
30
a Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80 countries and is made up of 140 hotels ______b Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry ______
Paragraph 3a There are 19 vacation ownership resorts in the United States and the Bahamas _______b Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts ______
Paragraph 4a Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition _______b The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list ______
Paragraph 5a These are among the leading hotels in the industry and they provide the highest quality and service ______b Starwood has sophisticated and diverse hotel properties throughout the world _____
Paragraph 6a Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises ______b The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals morechallenging ______
Match each word from the reading with a definition Write the letter of the definition next to the word1 Brand a worldly cultured and refined2 Revenue b a part of the whole3 Segment c different in design and services4 Loyalty d a product or image created by a company5 Sophisticated e make good use of something for personal benefit6 Upscale f above average in quality of high rank7 Diverse g permission given by one company to another to sell its products
and services8 To take advantage of h income9 Franchise i expensive and wealthy sector of the market10 Superior j support and confidence in a person or company
31
Complete each sentence below using one of the words from above Be sure to use the correct form of the word Not all words will be used1 The company decided to hire Nicholas over all the other applicants because he had __________ skills and experience2 Companies reward customers for their __________3 John spoke with the manager at his local McDonalds to see how he could open up his own ____________4 Elena has travelled all over the world and she can speak 4 different languages She is so ______________
Reading 15 Hospitality is Offering a Cup of Kindness
FOCUS ON SERVICEHospitality is Offering a Cup of Kindness
William B Martin Cal TechmdashMonterey Bay
Customer service is the primary focus of hospitality It is what hospitality is all aboutmdashwhat we do If you are interested in a hospitality career it is important to understand and learn as much as possible about customer service and particularly how to be successful at it Your success will come from a complete understanding of hospitality
Letrsquos begin by exploring why we provide hospitality Why are hospitality businesses in business What is the primary purpose of a foodservice operation A lodging travel or tourism related business Is it just for money Many of you might answer lsquoyesrsquo to this question But as you will see hospitality is much more than just about money Money is important but it is not the primary purpose of hospitality
Our job is to enhance the lives of those people (guests customers passengers etc) to whom we are dedicated to serve Yes it is that simple Our job is to make the lives of others better in a small way or big way it makes no difference Whatever it is we are out to make peoplersquos lives on this planet a little bit better or maybe even a lot better This is our purpose It is where we find meaning We enhance their lives through service and begin by understanding what it is they need The problem is that all of our guests come with many needs Some we can meet some we canrsquot If you can work toward helping them satisfy these needs you can go a long way toward making their lives better through kindness Quality customer service demands that service providers understand what it is that you want Kindness after all comes through understanding Kindness is demonstrated by making everyone feel welcome
Quality customer service also requires that we make all our guests feel so comfortable that they donrsquot need to worry because they are in good hands Whether they deserve it or not they should be made to feel important Why Because we all have a need to feel important This is our job
32
We need to stay focused on the primary purposes of hospitality We need to understand the power of kindness and the importance of satisfying the basic needs of our guests Hospitality and customer service success are found in our ability to enhance the lives of others through how we treat themmdashwith a little cup of kindness
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 17)
FOCUS ON SERVICECHECK YOUR UNDERSTANDING
1 What is the main idea of this reading passage What detail does the author use to support this point
2 According to the article which of these statements would a successful hospitality employee agree withA I always focus on making money when I am workingB I enjoy making the guest feel comfortable and importantC Only the employees who speak with guests need to focus on customer service and kindness
3 Use the vocabulary from the crossword to complete the sentences below Be sure to use the correct form of the wordA Most English teachers try to think about the language___________ of their students when they design their lesson plansB Students who are ___________ to learning English study it every single day These students _________ their high grades and praise from the teacherC The ________ in Rm 118 has checked out He left the housekeepers a large tip for their excellent and fast __________D Irsquom never shopping at this grocery store again The ________ of their food is horribleE Oh no One of the ________________ for my wedding has cancelled
Reading 16 Hotel Guest
Checking Out a Guest CASE STUDY
33
A guest walked up to the front desk agent in an upscale hotel ready to check out As she would usually when checking out a guest the agent asked the guest what his room number was The guest was in a hurry and showed his anxiety by responding ldquoI stay in a hundred hotel rooms and you expect me to remember the room numberrdquo
The agent then asked for the guestrsquos name to which he responded ldquoMy name is Mr Johnsteinrdquo After asking him to repeat himself the agent began to look for the guestrsquos last name but the name was not listed in the computer Because the man had a heavy accent and the agent assumed that she had misunderstood him she politely asked the guest to spell his last name He answered ldquoWhat Are you an idiot The person who checked me into the hotel last night had no problem checking me inrdquo Again the agent looked on the computer to find the guest was not in the system
The guest becoming even more frustrated said ldquoI have a plane to catch and it is ridiculous that it has taken you this long to check me out I also need to fax these papers off but I need to have them photocopied first and the agent responded ldquoThere is a business center at the end of the counter that will fax and photocopy whatever you needrdquo The guest replied ldquoIf I wanted your opinion I would have asked you for it Havenrsquot you ever heard of customer service Isnrsquot this a five star hotel With your bad attitude you should be working in a three star hotel I canrsquot believe they let you work here at the front desk Havenrsquot you found my name yet
The agent who was beginning to get upset asked the guest again to spell out his full name The guest angrily replied ldquoHere are my papers I want faxed if you are capable of faxing themrdquo The agent reached to take the papers and the guest shouted ldquoDonrsquot grab them from my hand You have a bad attitude and if I had more time I would talk to someone about getting you removed from your position to a hotel where they donrsquot require such quality of customer servicerdquo
The agent was very upset but kept herself calm to prevent the guest from getting annoyedThe agent continued to provide service to the guest sending the faxes and making the photocopies he had requested Upon her return the agent again asked the guest to repeat his last name because he had failed to spell it out The guest replied by spelling out his name ldquoJ-o-h-n-s-t-o-n-erdquo The agent was finally able to find his name on the computer and checked him out while he continued to verbally attack her The agent finished by telling the guest to have a nice flight
Discussion Questions1 Should the front desk agent have called the manager over to finish the checkout Or should she deal with the rude customer herself2 Would you have handled the situation the same way If yes explain why If no what would you have done it differently
Prepare to share your ideas with the class
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 pg 159)
34
Reading 17 Trends in Visitor Attractions
Trends in Visitor Attractions
What changes have there been in the development of attractions over the years Think about the difference between attractions when your parents were your age and what they are like now
Take a look at the reading below and see if your predictions were correct
INSIDE TOURISM THE CHANGING FACE OF THE lsquoATTRACTIONS INDUSTRYrsquo
As the wishes and tastes of tourists and visitors change tourist attractions have to change as well In the last twenty or thirty years there have been some significant developmentsNatural attractions like sandy beaches and mountains cannot change very much but there have been developments in particular a concern to preserve the environment and to make any buildings fit into the natural context
Perhaps the greatest changes have been in man-made attractions like museums and historic sites which have been redesigned to make them more interesting and entertaining places to visit while still maintaining their role of teaching visitors about the past In many of them the aim is not just to display the past but to take visitors into the past in an interactive waySome have been converted into lsquoliving museumsrsquo where actors in costumes meet the public and play the roles of characters from the past In others history is made vivid and exciting through the use of realistic waxworks animatronic models sounds and even smells to conjure up a sense of the past
Traditional festivals by definition are unchanging but there has been a trend to increase the number of special events and festivals as cities realize that holding a music festival or an arts event is a good way of attracting tourists
Entertainment and leisure facilities are always having to reinvent themselves In the developed world the simple rectangular swimming pool for example is no longer enough-it has to be a water park with flumes chutes splash zones and wave machines
The tourist is always looking to discover new attractions (as if their happiness depends on it) and because of this the lsquoattractions industryrsquo has to keep on changing
Check your Understanding1 Why do tourist attractions have to change
35
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
phrase 1 Itrsquos useful to learn words for please thank you may I as well as ________________2 When youre unsure about how to behave watch the ______________ 3 The Chinese word for clock and the Japanese word for four both have the
same sound as the word meaning _______________ 4 In Asian countries it is considered impolite to open gifts ______________the giver of the gift 5 While in another country if a local person cant understand something you are saying try _____________or pointing to the object
C Critical ThinkingDiscuss these questions with a partner 1 Which topic that the author covered do you think is the most important Why 2 What other topic could be included in this reading passage
VocabularyA Look at the list of words and phrases from the reading Match each with a definition on the right 1 far-off a place 2 locale b patient able to bear annoyance well 3 adapt c deserving of religious respect 4 gratitude d a feeling of liking or love 5 sacred e not modern cautious 6 conservative f thankfulness 7 affection g pointing out what is wrong 8 tolerant h change to be more suitable 9 critical i distant
B Compete the sentences below using the vocabulary from A Be sure to use the correct form of the word 1 When Jamie moved into her own apartment it took her a while to _________ to living alone 2 Claras father has some very _______________beliefs For example he thinks a woman shouldnt work after she gets married 3 After receiving a gift in the United States its common to send a thank-you card to express ones ________________ 4 That beach community has become a favorite ________________for retired people to live in 5 Jacks parents are too ___________of their sons bad behavior They let him do whatever he likes 6 Hiromi has a great deal of ______________for her grandfather and visits him at least once a week 7 Ive been to many neighboring countries but Ive never traveled to any really _____________ places 8 Kristin and Marcus disagree a lot and they are very _________of each others opinions 9 Churches mosques and temples are ____________places for religious activities
8
(Source Anderson N J Active Skills for Reading Book 3 Unit 1 pages 17-20)
Reading 4 Culture and Body Language
BODY LANGUAGEOrder the following elements of communication in terms of importance tounderstanding the messageWords _____Tone of Voice _____Facial and Body Expressions ______
You might be surprised by the answer
Much of the impact you create an interview is based on your body language and getting this right is essential The way you walk sit and act may influence your interviewerrsquos opinion of you as much as what you actually say
Here is a list of body language behaviour in North America Categorize them as either negative body language or positive body language
Staring at the floor Direct Eye Contact Strong Handshake Nodding Sweating Crossing your arms Pointing with your finger Playing with your clothesSmiling Standing or sitting very close to another personGood Posture Leaning closer to another person Fidgeting Looking at your watch
Positive Body Language Negative Body Language
(Adapted from Cambridge English for Job Hunting Cambridge University Press Colm Downes 2008 Pg 50)
What are some examples of positive and negative body language in China
Positive Body Language Negative Body Language
9
When we communicate with other people it is not only our words that contain the meaning An important part of that meaning comes from what is called non-verbal communication By this we mean facial expression gestures with hands arms legs the way we sit or stand the way we touch other people the distance we keep between ourselves and the people we are talking to our dress and our appearance All these say something to other people
Facial expressions and gestures are used by everyone often spontaneously even unconsciously Smiling for example is found in most cultures as a sign of happiness or pleasure Gestures such as pointing waving shaking or nodding the head are also widely used although the gestures themselves do not always mean the same in every culture I once asked a Portuguese student why bank officials in Lisbon seemed so unhappyndash sorry Lisbon bank clerks but its true ndash and he told me that if they smiled too much they would not seem serious about their work
Because many non-verbal messages are culture specific they can cause a lot of misunderstanding between people from different backgrounds Northern Europeans and Americans for example like to keep a certain personal space between themselves and others and feel uncomfortable if people come too close to them In these same cultures it is considered impolite to stare but Greeks it is said feel ignored if people do not stare at them in public Europeans usually change their facial expression to show happiness anger boredom sadness For this reason they call oriental people mysterious because they change facial expression much less
In styles of dress we also make important statements about ourselves Dress codes vary greatly from one culture to another and it is easy to make mistakes about peoples status if you dont know the cultural norm In Mediterranean cultures bank officials and similar employees wear short-sleeved open-neck shirts and no jackets This casual dress would not be acceptable in northern Europe where suits and ties are a sign of seriousness Ambitious women in western cultures wear classic clothes in plain colours to indicate their dedication to career
One of the main differences between verbal and non-verbal communication is that we are often not conscious of the expressions and gestures we use and so we are in danger of giving more information than we really want to or even of giving a conflicting message with our body language to the one expressed in our words
Check your Understanding
Choose the best answer1 Body Language is
a The way we dressb The expressions on our facec Non-verbal communication
2 When we do something lsquospontaneouslyrsquo (line 7) we do ita immediately
10
b after careful thoughtc reluctantly
3 lsquoStatusrsquo (line 24) meansa conditionb position in societyc age
4 lsquoClassic clothesrsquo (line 28) area fashionable wearb casual dressc sensible and traditional clothes
5 A lsquoconflicting messagersquo (line 32) gives peoplea useful informationb confusing informationc wrong information
Posture is the word used to describe the way we use our whole body We can stand straight and still we can sit back in a relaxed manner we can fold our arms cross our legs we can lie down we can jump about Each posture reflects our emotion and attitude
Match the description of a posture to an attitude or emotion
POSTURE EMOTION
Sitting and crossing your arms Keeping eye contact Raising your eyebrows Moving your shoulders up and down (shrugging)Sitting and tapping your fingers on the tableFidgeting with your clothes Leaning forward in your chair
InterestBoredomAngerSurpriseNervousnessDisinterestConfidence
In pairs discuss the following questions1 How could your body language cause problems in an interview2 How can you avoid these problems
(Adapted from httpwwweslteachersboardcomcgi-binlessonsindexplnoframesread=917And Cambridge English for Job Hunting Cambridge University Press Colm Downes 2008 Pg 50)
Reading 5 My Time on Coconut Island
11
Coconut Island
1 How would you describe the building in this picture
Modern Old Clean Dirty Pristine Run-down Simple Luxurious
Would you vacation at a location like this WhyWhy not If no what kind of accommodation would you prefer
2 Is this an example of formal (ex business letters and resumes) or informal (ex emails and magazines) writing List examples of why you think it is either formal or informal
3 What are some positive things the writer has to say about Seaview Resort and Coconut Island What are some negative things the writer has to say
My Time on Coconut Island I was told Coconut Island was developing fast I understood that this meant it was once a pristine island heading towards environmental destruction caused by uncontrolled tourist development Perhaps they meant it in a more positive light I wasnrsquot sure I went there to find outDriving down the east coast expressway you donrsquot see much The landscape is pretty flat most of the way with just a few trees and roadside shacks selling pineapples Oh and of course the usual construction workers widening and
12
improving the road However once you get to the end of the road and the ferry terminal you look across the sea and see a huge mountainous island rising up in front of you I felt excited and a little nervous
We crossed the water without any problems but left the ferry stuck behind trucks carrying construction materials ready to pour concrete all over this beautiful island Although we knew the sparkling white beach was just meters from the road we couldnrsquot see it for some time Not because of palm trees but because of all of the shops selling tourist merchandise and all the dust thrown up by the construction trucks Fortunately the tourist shops thinned out within 20 minutes and shortly afterwards we arrived at our destination Seaview Resort We werenrsquot disappointed We had been promised fine white sand and clear turquoise water and we got it Only problem was there was just a few feet of white sand and that was mostly covered in beach towels from other tourists who had got there before us Ah well not to worry We could explore up the beach for a quiet spot later We checked out the rooms and facilities and everything was just as you would expect from a mid-range hotel It also had quite a nice little restaurant right on the beach and therefore great for a cold beer and our first sunset It was perfect
The following morning after cold bacon and eggs for breakfast it seemed that the same people from yesterday were hogging the sun beds and beach space again so we decided to walk down the beach and explore a little further In actual fact I was pleasantly surprised I was expecting the whole beach to be lined with resorts packed side-by-side but actually on this beach there was still plenty of space for developers The closest buildings to us were a couple of beachside family-run cheap-and-cheerful restaurants with bamboo chairs and tables At 300 meters away they were also just too far away for most of the package tourists And this was generally where we spent most of our days An added bonus was that at the shack- White Sands to give it its official name (the name was on a piece of driftwood tacked to a nearby palm tree) the food was far far better than the resortrsquos Whereas the resort chef had removed any local flavour from the food the White Sands staff had managed to keep their food authentic
So most of our days were spent relaxing by the sea but one day we went for a cruise around the island While we were travelling we could see all of the development on Coconut Island There were plenty more resorts being built and the green forests of palm trees became bare hills of tourist development However on the cruise we had a chance to snorkel and swim After a couple of hours in the sun we returned home to rest
Before too long our trip on Coconut Island was over Overall I was pleasantly surprised Okay itrsquos getting developed but you can still find pristine and peaceful beaches by spending a little bit more effort to get there In general most of the development is on the beach and so the interior is still beautiful Itrsquoll take another few years yet to spoil it so my advice is to enjoy it while you can
13
Working with the other students in your group think of some ideas why development would be a positive thing for the island and why it would be a negative thing for the island
REASONS FOR DEVELOPMENT REASONS AGAINST DEVELOPMENT
Your turn Choose 6 of the bolded words and use them to describe a place that you have traveled to When you are finished share your work with your group___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
(Adapted from wwwonestopenglishcom)
14
Reading 6 Banff National Park - One
BANFF NATIONAL PARK
Match the following words with their closest synonym or synonym phrase (words with the same meaning)
Preserve Exhilarating Glaciers Mammals Heritage Rugged Turquoise Getaway Vast Marvel
VacationSlow moving iceGreen-Blue colourRoughValuedKeep the sameExcitingWarm blooded animalFeel wonder and aweLarge
What kinds of activities and services are provided at national parksCircle the services you think apply
Laundry Restaurants City Tours Swimming Business Meeting Rooms Skiing Accommodations Room Service Fishing Hiking Concerts Housekeeping
Banff National Park- Reading One
Banff National Park (established 1885 6641 sq km) is Canadarsquos first and most heavily visited national park Its eastern gate is located 111 km west of Calgary in the Rocky Mountains Originally set aside to preserve the hot springs for public use Banffrsquos blend of towering peaks and flower-strewn meadows makes it among Canadarsquos most exhilarating holiday areas
The largest cave system in Canada extends for 23km below the Columbia ice fields The glaciers still clinging to upper mountain slopes have helped shape the parkrsquos landscape creating numerous lakes waterfalls and broad U-shaped valleys Forests of pine spruce and alpine fir soften the sides of the mountains and are home to many large mammals including moose elk black bear and the grizzly bear-the parkrsquos most formidable resident Bighorn sheep mule deer and other wildlife can often be seen alongside park roads In contrast the small population of cougar and wolf are rarely seen
Campgrounds resorts alpine and cross-country skiing and 1100km of hiking trails are found outside the Banff town site Over 45 million visitors come to the park each year
(Adapted from httpwwwthecanadianencyclopediacomindexcfmPgNm=TCEampParams=A1ARTA0000494)
15
Comprehension Questions1 Why was Banff National Park created2 What have the glaciers created in Banff National Park3 How many kinds of trees are there in the park What are their names4 What large mammals will you regularly see in the park
Banff National Park- Reading Two
Adventure is calling you to Banff Lake Louise and Banff National Park As a UNESCO World Heritage Site Banff offers rugged beauty unspoiled landscapes and pristine mountain ranges Experience an unrivaled alpine escape at ldquoThe Worldrsquos Finest National Parkrdquo You can also drink in naturersquos wonder at Lake Louise ndash one of the Canadian Rockiesrsquo most beloved destinations with turquoise waters sparkling underneath the towering Victoria Glacier
During your getaway you are sure to love our comfortable accommodations cool restaurants and stores fun activities colorful festivals and unique sights Big impressive mountains metres of dry light powder snow - that is skiing and snowboarding in Banff National Park Banff Lake Louise skiing offers vast terrain with hundreds of kilometres of marked trails from beginner to expert
Banff summer adventures bring you face to face with nature Marvel at majestic wild animals inspiring wild spaces jagged mountain peaks and thickly forested alpine valleys Enjoy abundant Banff Lake Louise summer activities Explore scenic driving routes Take a casual stroll through wildflowers in an alpine meadow or test your extreme limits climbing to the roof of the Rocky Mountains Backpack across rock ridges formed by undersea oceans over 45 million years ago Tee off at a five-star golf course Throw a fish hook in the water walk on a glacier or canoe on Lake Louisersquos turquoise water Finally you could also take a guided trip outside the park for whitewater rafting and ATV fun
(Adapted from httpwwwbanfflakelouisecom)
Comprehension Questions1 What is one of the Rockiersquos most beloved destinations2 What kinds of activities does this reading say you can do at Banff in the summer3 What do you think sounds more interesting-the winter or summer activities Why
Discussion Questions1 What is the difference between reading one and reading two about Banff National Park2 Which one makes you want to visit Banff National Park more Why List some words
that make you interested in traveling there3 Where would we find a reading like reading one4 Where would we find a reading like reading two
16
List some facts and opinions from Reading One and Reading Two
Reading One Reading Two
Facts
Opinions
Reading 7 Cultural Tourism
Welcome to Rural Vietnam
Welcome to a corner of Asia where you willfind a lifestyle that goes back for centuriesFishing on the Mekong Delta farming in Central Vietnam or crafts in Bac Ninh Provincemdashwhatever your own interest we are sure you will find something to delight you in rural Vietnam
Vinh Long ProvinceLocated between the Tien and Hau rivers the fertile lands of Vinh Long nourish thousands of fruit orchards while the countless small islands provide ideal conditions for ecotourism and observing wildlife In addition you will be able to observe the centuriesmdashold activities of Southern Vietnam such as processing rice paper and traditional Vietnamese cooking Especially interesting in Vinh Long is the opportunity to stay overnight in local residentsrsquo homes There is a small but growing number of private homes that offer home stays At the moment they provide accommodation and entertainment for up to 150 tourists per night
Quang Nam ProvinceFor visitors who want to be really active in their holidays we recommend a visit to one of thevegetable farming villages near the town ofHoi An in the central province of Quang NamHere for a day you can toil shoulder to shoulder with a Vietnamese farmer Hosts and guestswork the land planting rice or collecting vegetables that they sell in the local marketsFor lunch you can get to eat colocynth (similar to a bitter apple) and tom huu which is atraditional dish made of vegetables
Bac Ninh ProvinceThe homeland of Quan Ho art has many traditional trade villages In Xuan Lai village you can find excellent bamboo products especially from black bamboo while Phu Lang is famous for its pottery Thousands of ancient pots have been found here and even today there are
17
about 300 families in the village doing pottery work
Tho Ha is famous for pottery but nowadays it has also started to produce wine Another village that is well known for traditional wines is Van on the bank of the Cau River The villagers here are happy to let visitors photograph their wine being made and to try it or to buy it but the brewing process itself is a secret
Finally Da Hoi is a must This 400 year old trade village is famous for its traditional silk cloth and women there still raise silkworms and weave fabulous fabrics that they sell
Check your Understanding1 What can you do in Quang Nam Province if you are feeling active2 What kind of cultural products can we find in traditional Vietnamese trade villages3 Where can up to 150 tourists per night stay in Vinh Long Province4 Which province would you want to visit most Why
Match the vocabulary word from the reading with its closest definition on the rightDelight WorkNourish Skilled workToil CaterpillarTrade Provide forSilkworms Please
Think about all of the places that you would like to experience culturally Where would you go What would you see and do Discuss your answers with a partnerReport your answers back to the class
(Adapted from Tourism 2 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2009 Pg 48-49)
Reading 8 Tourists in a Fragile Land
ECOTOURISM
VOCABULARY IN CONTEXTGuess what the underlined word means in each numbered sentenceCircle T or F for the statement that follows
1 The desert landscape is very flatT F ldquoLandscaperdquo means the way the land looks
2 We must preserve the rain forest because it is the home of many birds that cannot live anywhere else
T F It would be good to cut down the rain forest now so we can use the wood
18
3 The ozone hole may be dangerous to people who live on the earth It is a hole in the ozone layer
T F The ozone layer is made of gases that protect the earth from the bad effects of the sun
4 Some scientists believe that global warming will cause the ice of Antarctica to meltT F The earth will become too hot
5 That island is inhabited only by birdsT F All kinds of animals live there
6 The highest mountain in the world is Mount Everest I donrsquot know how some people can go there because it is such a harsh place
T F Itrsquos really comfortable
7 Next summer I am going to travel to a very remote part of Asia It will take a long time to get there but I want to go to a place where few visitors have gone
T F This is a place thatrsquos easy to get to from the big city
8 His wife said ldquoThink about the consequences if you lose your jobrdquoT F She might want her husband to think about not having any money to pay
the bills for the family
9 The coastal cities of a country are often popular vacation spots because people like to be near the ocean
T F These places are often in the centre of the country
10 The oceans of the world are vast places of waterT F The oceans are smaller than other places of water
11 The ice on the pond was so fragile that the children couldnrsquot ice skateT F The ice could break easily
Making Predictions Tourists in a Fragile LandYou are going to read an opinion essay about tourism in Antarctica The essay was written by a scientist who works there What do you think his opinion will be Choose one
a Tourists should not visit the Antarctica because they may cause problemsb Tourists should visit Antarctica because there is so much for them to learnc Tourists to Antarctica should pay a special tax to help scientists with their work there
19
Tourists in a Fragile Land
As a scientist working in Antarctica I spend most of my time in the laboratory studying ice I am trying to find out the age of Antarctic ice All we know for certain is that it is the oldest ice in the world The more we understand it the more we will understand the changing weather of the Earth Today I had to leave my work to greet a group of tourists who were taking a vacation in this continent of ice And although I can appreciate their desire to experience this beautiful landscape I feel Antarctica should be closed to tourists
Antarctica is a place of important scientific research and it must be kept only for this purpose Many scientists are using Antarctica to study the effects of the ozone hole that was discovered above Antarctica in 1984 They are also trying to understand global warming If the earthrsquos temperature continues to rise the health and safety of every living thing on the planet will be affected Also biologists and botanists study the animals and plants that live on the frozen land trying to understand how life can live in such a harsh environment
When tourists come here they can hurt the environment and interrupt our research Many scientists complain that tourists leave garbage on beaches and disturb the plants and animals In a place like Antarctica it can take 100 years for a plant to grow back after it was picked andtourists taking pictures of baby penguins from cruise ships caused an oil spill that killed many penguins and destroyed a 5 year research project
There is no government here and it is owned by no one Who will protect it Who is responsible for it The scientists are trying but the tour companies making money by sending tourists south are not If we donrsquot protect Antarctica now there may be serious consequences for everyone The ice here holds 70 of the worldrsquos fresh water If the ice melts it will cause devastating floods The ice also acts as a natural air conditioner for our planet Clearly Antarctica should remain a place for careful and controlled scientific research The only way to protect this fragile and important part of the planet is to stop tourists from travelling to Antarctica
Tourists in a Fragile Land1 Look at your prediction you chose about Tourists in a Fragile Land Was your prediction correct
2 Number the following main ideas in the order they appear in the reading
_______ Antarctica has no government_______ The entire world may be affected by problems in Antarctica_______ Many different scientists learn new things by studying Antarctica
20
3 Complete the following outline of the reading with details to support the pointsa Scientists learn new things in Antarctica because it is different from other places How is it different
i ______________ ice in the worldii Itrsquos plants and animals live in a very _____________ environment
b Problems in Antarctica may affect the worldi There is a large ________________ above Antarcticaii It has ____________ of the worldrsquos fresh wateriii The ice acts as a natural _________________ for the earth keeping it cool
4 The following statements are false Rewrite the false statements to make them truea The oil spill caused by a cruise ship killed many scientistsb The writer of the essay knows the age of Antarctic icec Biologists and Botanists study the scientists that live on Antarctica
Reading 9 Travel Journal A Tourists Experience
Travel Journal ndash A Touristrsquos ExperienceChile South America February 16The sunlight was shining so brightly as our plane flew over the snow covered Andes mountains which seem to go on forever
Island of Cape Horn February 16We spent the morning at a small church named Star of the Sea This is a quiet place where visitors are invited to remember all of the international sailors who died here They were all trying to sail around the southern part of South America and many of them lost their lives at sea
Drake Passage-aboard the tour ship Explorer February 19We were welcomed today by the captain and crew They gave us warm Antarctic jackets and introduced themselves to us Sea birds followed the ship closely sailing in the cold wind As we headed south we saw a pink ship in the distance Our captain explained that it was not a ship but an iceberg-the first one of our trip The more I saw the more I wanted to learn about this unique and beautiful place
Deception Island Antarctica February 21We landed on Bailey Head where thousands and thousands of penguins greeted us The crew gave us rules to follow to protect the environment We were told to bring all of the trash that we could find on the ice back to the boat because a scientist on the ship is studying how much garbage is created by tourists in Antarctica each year We were also told not to disturb or feed the penguins because it is harmful for them
21
Paradise Bay Antarctica February 25Today we reached the mainland of the continent Our guide helped us walk through snow to the peak of an iceberg 500 feet above the sea We heard the noisy sound of penguins and later we explored the mountains of ice in motorized rafts It was incredible I always thought ice was white but here in Antarctica it is blue because it absorbs all of the colours of the rainbow except blue All around us are mountains of ice that no one has ever explored It amazed me to think that no human has ever walked on these It is so beautiful We need to help protect this special environment When I get home it will be hard for me to explain what my trip was like but I will try
A Travel Journal
1 What kind of person do you think this tourist is2 Do you think she did anything that was dangerous to Antarctica Explain3 Which part of her trip did she enjoy the most Which part would you enjoy the most4 What did people do on this trip to protect Antarctica and keep it clean5 The chart below compares the views of the scientist with the views of the tourist Look back at Tourists in a Fragile Land and A Travel Journal and fill in the missing information
OPINIONS OF THE SCIENTIST OPINIONS OF THE TOURIST
1 The Antarctic environment must be preserved for research
1 As tourists learn about Antarctica and return home to tell their friends and family about its importance they may want to help preserve the environment of Antarctica
2 2 Tourists can help scientists with their experiments (collecting garbage for research)
3 Tourists donrsquot care aboutAntarctica
3
6 Which opinion do you agree with more-the scientists or the tourists Are there certain places in the world tourists shouldnrsquot be allowed to travel
(Adapted from Northstar Reading and Writing Intermediate 2nd ed Unit 6)
22
Reading 10 GAP Adventures
CORPORATE PROFILE GAP ADVENTURES
If you are tired of the one-week-in-the-Florida-sun vacation and want to do something exciting and off the beaten path then GAP Adventures is the perfect company to turn to They provide more than 600 different itineraries in more than 100 countries and have during the last yearsgiven more than 20 000 travelers the adventure of their lifetime This year approximately 15 million more people are expected to visit their web site some of them to change their lives forever
Their philosophy ldquoThe Freedom of Independent Travel with the Security of a Grouprdquo has been practiced since the start They respect their travelers as individuals and there is no requirement to be athletic to go on one of their trips The only thing needed is to have the spirit of adventure and the desire to experience a world totally different from what you areaccustomed to
Also the concept of responsible tourism is very important to GAP Adventures and they come and go and interact with the local populations leaving behind them only footprints Their commitment is to support local people and communities and to protect the environment they travel in To that end GAP Adventures developed Planeterra-the GAP Adventures Foundation that gives back to the people and communities their passengers visit on their trips
They hire people in different departments like Operations Product Sales and Marketing employing more than 300 staff worldwide Maybe the most obvious choice for you is the position as a GAP Tour Leader In this position you make peoplersquos holiday dreams come true and make sure all passengers have an enjoyable time
The local hostel where you spend the night is your home and your office is your backpack On your way to work you might have to hike the Inca Trail or canoe down the Amazon River This is the perfect job for you if you are passionate about different cultures travel and care about sustainable tourism
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 73)
GAP Adventures1 Match the following words from the reading on the left to words on the right that are closest in meaningAccustomed Spirit of adventureItineraries Philosophy Desire
uncommon placecourageresponsibleguiding beliefinterest
23
Off the beaten path Sustainable
familiar witha planned route
2 How is GAP different from other holiday tour operators3 What does ldquoleaving behind them only footprintsrdquo mean4 What is Planterra5 True or Falsea The GAP philosophy is ldquoThe Freedom of Independent Travel Without the Security of a Grouprdquob GAP Tour Leader is the perfect job for you if you like to be alone and sleep on the beach all dayc GAP Adventures has traveled with more than 20 000 travelersd Travelers must be athletic to travel with GAP
Reading 11 A Day in the Life of Richard Spacey
A DAY IN THE LIFE OF RICHARD SPACEYCruise Director Royal Caribbean International
Voyager of the Seas one of the largest and most innovative cruise ships ever built has a total guest capacity of 3700 with 1200 crew members Voyager of the Seas is a revolution in the cruising industry A floating city she features the worldrsquos first floating ice skating rink a rock climbing wall an inline skating track and the largest and most advanced theatre on the seas There is a four-story Royal Promenade shopping and entertainment area the entire length of the shop that acts as the main area for the ships activities and entertainment Cruise director Richard Spacey was very important in organizing the entertainment and activities program aboard with a support staff of 130 people What follows is an account of a day in the life of the cruise director of one of the largest cruise ships in the world
MONDAYmdashFIRST DAY AT SEA
730-830 am- Yesterday 3650 guests came aboard the ship in Miami and we headed for our first port of call Labadee our own private island on the coast of Hispaniola Before most of our guests arrive I plan and submit our daily activities schedule for the whole voyage to our hotel director Three couples were married in the wedding chapel yesterday and they are included in the 108 couples that have chosen to spend their honeymoon with us I have organized a special party later in the week to celebrate this happy occasion The youth activities manager reports that there are more than 600 children aboard ranging in age from 3 to 17 We offer a special deck and pool areaarcade for children in addition to our extensive youth facilities which include a teen dance hall
24
I oversee the cruise management team consisting of youth activities international guests shore excursions and business group functions including seminars group meetings presentations and cocktail parties
845-930am- Hotel directorrsquos meeting All of the division heads in the Hotel Department meet to discuss the daily operation of this floating hotel Todayrsquos agenda includes a monthly safety meeting Each division head presents his or her monthly report on safety and environmental protection Hospitality and the safety of our guests and crew are our top priorities
945-1030am- The start of my public duties I give a daily announcement and an explanation of all the activities and entertainment happening on the ship I start my morning walk around Time to start the first session of Jackpot BINGO for the week I walk by two acrobats performing for our guests on deck to entertain them They play different characters through the cruise and add quite a lot to the guest experience
The ice rink is busy with guests skating at our first All Skate session There are several sessions throughout the day The ice skating cast of performers are responsible for running the session as well as skating in our Ice Show
1100-1200noon-Time to change out of my day uniform into a business suit and put on stage makeup for the taping of our onboard talk show called ldquoVoyager Liverdquo I am one of the main sources for revenue making on board The television show is great on a small floating city 37 channels offer safety information music shopping tips CNBC CNN ESPN and free movies in several languages
Noon - Lunch with the staff in the Officers and Staff Dining Room
100-230pm -Change out of my business suit into shorts and a t-shirt to introduce the Belly Flop Competition at 130 at the pool Always a ldquobigrdquo event among our guests Quite a few laughs This is followed by cruise style horse racing We pick six people who move six wooden horses by a roll of the dice The betting is fierce as all of the guests cheer their favourite horses on Everyone loves the horse racing I am the track announcer for three horse races
I stop by the Sports Court to check out the action The sports court is full of families enjoying our Family Hour activities with the youth staff We offer a nine hole mini golf course golf driving simulator full court basketballvolleyball inline skating table tennis and a rock climbing wall that rises up 200 feet
300-830pm -First a POWER NAP The day will not end until about 1230am Being available all of the time is very exhausting The nap will help me stay up late
After I go back to the office to catch up on email and help organize the office It is also time to work on budgets and revenue predictions for next year
25
At dinner hour I got to the main deck to speak with the guests at the Welcome Aboard reception The captain gives his welcome speech and then we send them off to their dinner or the show at 830
At 830 I meet in the Champagne Bar with the hotel director before dinner Tonight we will entertain guests who are on their 50th cruise and also a company who is thinking of booking 700 guests on a future cruise with us
900-1230am -I introduce the entertainment for the night in our main theatre for the guests After dinner and dessert I introduce the same show for the second seating and watch the show for quality control After the show finishes I do a final walk around the lounges on the ship with my assistant We have live music playing everywhere and karaoke has just finished in one of the main lounges The dance hall is full because of singlesrsquo night tonight and there are a few couples enjoying music in the Jazz club
A long full day Time for bed because I have to be on the deck at 800 am to welcome our guests to our first destination Labadee
Discussion Questions
PART A (730-945am)1 What does Richard do before most of the guests arrive2 How many guests are on the Voyager of the Seas How many of those are children3 What departments does Richard Spacey oversee as Cruise Director4 What is the agenda at the Hotel Directorrsquos meeting
PART B (945-100pm)1 What kind of announcement does Richard make at 9452 Who does he meet performing on the deck and what are they doing3 What two activities has Richard organized to start during this time4 Why does Richard have to change into a business suit at 11
PART C (100-830pm)1 Why does Richard change out of his business suit and into a pair of shorts2 What two events are very popular among the cruise ship guests3 What services do they offer at the Sports Court
PART D (830pm-1230am)1 Why does Richard take a nap during the middle of his business day2 Who does Richard have dinner with at 830 Why are they special3 What events has Richard organized to occur at night for the guests
26
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 53-54)
Follow up ndash Watch Royal Caribbean movie Royal Reunion directed by James Brolin Find on youtube New Royal Caribbean Movie Royal Reunion -- The Short Film Directed by amp Starring James Brolin or on Royal Caribbean website wwwroyalcaribbeancom
Reading 12 Focus on Recreation Hospitality and Recreation Inextricably Intertwined
FOCUS ON RECREATION Hospitality and Recreation Inextricably Intertwined
By Bart Bartlett PhD Professor Penn State Universityrsquos School of Hospitality Management
Americans have more leisure time than ever before and as leisure time has grown leisure activities have evolved and grown as well As a result there are many opportunities for recreation and for careers in recreation management This includes positions in commercial recreation (resorts themed resorts the ski industry) in non commercial recreation (national parks) and in golf clubs and sports venues
In many situations recreation and hospitality go hand in hand When a ski trip combines recreation on the slopes with food and beverage services in the hotel or when a hotel guest uses the hotelrsquos business services and the spa recreation and hospitality are both involved When a convention centre hotel provides rooms food and beverage coordinates meetings and also organizes group activities during the conference hospitality and recreation begin to merge
Resorts and resort hotels are an example of the combination of hospitality and recreation A mega-resort such as Walt Disney World Resort provides a clear example of this point On a Disney vacation a family may enjoy lodging and food and beverage services provided by hotel staff and management trained in hospitality go into the park itself to enjoy attractions and shows arranged and managed by a recreation specialist take a break to enjoy foodservice provided by a hospitality provider and at the end of the day enjoy dinner provided by the hospitality staff and entertainment or dancing arranged by a recreation professional
From this example alone it is clear that the commonalities in settings services and focus on guest satisfaction indicate that hospitality and recreation do indeed work together closely
VOCABULARY
27
Look at the words below With a partner try to think of the definitions of the words below by looking at the words in context from the readings Write down the definitions and compare with another set of partners
EVOLVEDOPPORTUNITIESCOMMERCIALVENUESGO HAND IN HANDCOORDINATESMERGEMEGACOMMONALITIES
Check your Understanding1 What are some areas where you can work in recreation management2 List 3 examples where hospitality and recreation ldquogo hand in handrdquo3 Think of some other places like Walt Disney World where hospitality and recreation work closely together Explain how the two work together
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 374)
Reading 13 Beverage Industry
Java Coffee House CASE STUDY
Michelle Wong is manager of the Java Coffee House at a busy location on Union Street in San Francisco USA Michelle says that there are several challenges in operating a busy coffeehouse such as training staff to handle unusual circumstances For example one guest consumed a cup of coffee and ate two-
thirds (23) of a piece of cake and then said he didnrsquot like the cake so didnrsquot want to pay for his order
Another problem is suppliers who quote good prices to get her business and then two weeks later raise the price of some of the items Michelle says that the young employees she has at the Java Coffee House are her greatest challenge of all According to Michelle there are four kinds of employeesmdashlazy good but not responsible those who steal and great ones who are no trouble
Discussion Questions
28
1 What are some suggestions for training staff to handle unusual circumstances like the one in the case study
2 How do you ensure that suppliers are delivering the product atthe price promised
3 What do you do with lazy employees
4 What do you do with irresponsible employees
5 How do you deal with employees who steal
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 340)
Reading 14 Corporate Profile Starwoods Hotels
Corporate Profile Starwood Hotels
Starwood is one of the worldrsquos largest hotel and leisure companies Its brand names include St Regis the Luxury Collection Sheraton Westin W and Four Points by Sheraton Through these brands Starwood is well represented in most major markets around the world
Operations are grouped into two business segments hotels and vacation ownership operations Revenues and earnings come primarily from hotel operations which include the operation of owned hotels management and other fees earned from hotels managed through contracts and the collection of franchise fees
Second Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80countries and is made up of 140 hotels
29
Next Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts There are 19 vacation ownership resorts in the United States and the Bahamas
Fourth Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition The luxury brands continue to find new customers while maintaining loyalty among the worldrsquos most active travelers The strength of the Starwood brand is proven by superior ratings received from hotel guests and industry magazines The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list
Fifth Starwood has sophisticated and diverse hotel properties throughout the world including the St Regis in New York City the Phoenician in Scottsdale Arizona the Hotel Gritti Palace in Venice Italy the St Regis in Beijing Chinarsquo and the Westin Palace in Madrid Spain These are among the leading hotels in the industry and they provide the highest quality and service
Finally Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises Starwood plans to meet these goals by taking advantageof its large customer base and reach in the industry to reduce costs The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals more challenging
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 566)
Match the sentence parts to make correct definitions1 Starwoodrsquos strong brand a comes primarily from hotels2 Revenue at Starwood b is proven by high ratings from guests and industry
magazines3 Luxury and upscale hotels c help to increase Starwoodrsquos global presence totaling 733
hotels4 Franchised hotels d continue to visit Starwood hotels because of the high
quality and service5 Loyal Travellers e represent the majority of Starwoodrsquos hotel properties
Look at the statements below Put lsquoMrsquo next to the statement that is the MAIN IDEA Put lsquoSrsquo next to the statement that is a SUPPORTING IDEA or DETAILParagraph 1a Starwood is one of the worldrsquos largest hotel and leisure companies _______b Operations are grouped into two business segments hotels and vacation ownership operations ______
Paragraph 2
30
a Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80 countries and is made up of 140 hotels ______b Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry ______
Paragraph 3a There are 19 vacation ownership resorts in the United States and the Bahamas _______b Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts ______
Paragraph 4a Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition _______b The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list ______
Paragraph 5a These are among the leading hotels in the industry and they provide the highest quality and service ______b Starwood has sophisticated and diverse hotel properties throughout the world _____
Paragraph 6a Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises ______b The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals morechallenging ______
Match each word from the reading with a definition Write the letter of the definition next to the word1 Brand a worldly cultured and refined2 Revenue b a part of the whole3 Segment c different in design and services4 Loyalty d a product or image created by a company5 Sophisticated e make good use of something for personal benefit6 Upscale f above average in quality of high rank7 Diverse g permission given by one company to another to sell its products
and services8 To take advantage of h income9 Franchise i expensive and wealthy sector of the market10 Superior j support and confidence in a person or company
31
Complete each sentence below using one of the words from above Be sure to use the correct form of the word Not all words will be used1 The company decided to hire Nicholas over all the other applicants because he had __________ skills and experience2 Companies reward customers for their __________3 John spoke with the manager at his local McDonalds to see how he could open up his own ____________4 Elena has travelled all over the world and she can speak 4 different languages She is so ______________
Reading 15 Hospitality is Offering a Cup of Kindness
FOCUS ON SERVICEHospitality is Offering a Cup of Kindness
William B Martin Cal TechmdashMonterey Bay
Customer service is the primary focus of hospitality It is what hospitality is all aboutmdashwhat we do If you are interested in a hospitality career it is important to understand and learn as much as possible about customer service and particularly how to be successful at it Your success will come from a complete understanding of hospitality
Letrsquos begin by exploring why we provide hospitality Why are hospitality businesses in business What is the primary purpose of a foodservice operation A lodging travel or tourism related business Is it just for money Many of you might answer lsquoyesrsquo to this question But as you will see hospitality is much more than just about money Money is important but it is not the primary purpose of hospitality
Our job is to enhance the lives of those people (guests customers passengers etc) to whom we are dedicated to serve Yes it is that simple Our job is to make the lives of others better in a small way or big way it makes no difference Whatever it is we are out to make peoplersquos lives on this planet a little bit better or maybe even a lot better This is our purpose It is where we find meaning We enhance their lives through service and begin by understanding what it is they need The problem is that all of our guests come with many needs Some we can meet some we canrsquot If you can work toward helping them satisfy these needs you can go a long way toward making their lives better through kindness Quality customer service demands that service providers understand what it is that you want Kindness after all comes through understanding Kindness is demonstrated by making everyone feel welcome
Quality customer service also requires that we make all our guests feel so comfortable that they donrsquot need to worry because they are in good hands Whether they deserve it or not they should be made to feel important Why Because we all have a need to feel important This is our job
32
We need to stay focused on the primary purposes of hospitality We need to understand the power of kindness and the importance of satisfying the basic needs of our guests Hospitality and customer service success are found in our ability to enhance the lives of others through how we treat themmdashwith a little cup of kindness
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 17)
FOCUS ON SERVICECHECK YOUR UNDERSTANDING
1 What is the main idea of this reading passage What detail does the author use to support this point
2 According to the article which of these statements would a successful hospitality employee agree withA I always focus on making money when I am workingB I enjoy making the guest feel comfortable and importantC Only the employees who speak with guests need to focus on customer service and kindness
3 Use the vocabulary from the crossword to complete the sentences below Be sure to use the correct form of the wordA Most English teachers try to think about the language___________ of their students when they design their lesson plansB Students who are ___________ to learning English study it every single day These students _________ their high grades and praise from the teacherC The ________ in Rm 118 has checked out He left the housekeepers a large tip for their excellent and fast __________D Irsquom never shopping at this grocery store again The ________ of their food is horribleE Oh no One of the ________________ for my wedding has cancelled
Reading 16 Hotel Guest
Checking Out a Guest CASE STUDY
33
A guest walked up to the front desk agent in an upscale hotel ready to check out As she would usually when checking out a guest the agent asked the guest what his room number was The guest was in a hurry and showed his anxiety by responding ldquoI stay in a hundred hotel rooms and you expect me to remember the room numberrdquo
The agent then asked for the guestrsquos name to which he responded ldquoMy name is Mr Johnsteinrdquo After asking him to repeat himself the agent began to look for the guestrsquos last name but the name was not listed in the computer Because the man had a heavy accent and the agent assumed that she had misunderstood him she politely asked the guest to spell his last name He answered ldquoWhat Are you an idiot The person who checked me into the hotel last night had no problem checking me inrdquo Again the agent looked on the computer to find the guest was not in the system
The guest becoming even more frustrated said ldquoI have a plane to catch and it is ridiculous that it has taken you this long to check me out I also need to fax these papers off but I need to have them photocopied first and the agent responded ldquoThere is a business center at the end of the counter that will fax and photocopy whatever you needrdquo The guest replied ldquoIf I wanted your opinion I would have asked you for it Havenrsquot you ever heard of customer service Isnrsquot this a five star hotel With your bad attitude you should be working in a three star hotel I canrsquot believe they let you work here at the front desk Havenrsquot you found my name yet
The agent who was beginning to get upset asked the guest again to spell out his full name The guest angrily replied ldquoHere are my papers I want faxed if you are capable of faxing themrdquo The agent reached to take the papers and the guest shouted ldquoDonrsquot grab them from my hand You have a bad attitude and if I had more time I would talk to someone about getting you removed from your position to a hotel where they donrsquot require such quality of customer servicerdquo
The agent was very upset but kept herself calm to prevent the guest from getting annoyedThe agent continued to provide service to the guest sending the faxes and making the photocopies he had requested Upon her return the agent again asked the guest to repeat his last name because he had failed to spell it out The guest replied by spelling out his name ldquoJ-o-h-n-s-t-o-n-erdquo The agent was finally able to find his name on the computer and checked him out while he continued to verbally attack her The agent finished by telling the guest to have a nice flight
Discussion Questions1 Should the front desk agent have called the manager over to finish the checkout Or should she deal with the rude customer herself2 Would you have handled the situation the same way If yes explain why If no what would you have done it differently
Prepare to share your ideas with the class
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 pg 159)
34
Reading 17 Trends in Visitor Attractions
Trends in Visitor Attractions
What changes have there been in the development of attractions over the years Think about the difference between attractions when your parents were your age and what they are like now
Take a look at the reading below and see if your predictions were correct
INSIDE TOURISM THE CHANGING FACE OF THE lsquoATTRACTIONS INDUSTRYrsquo
As the wishes and tastes of tourists and visitors change tourist attractions have to change as well In the last twenty or thirty years there have been some significant developmentsNatural attractions like sandy beaches and mountains cannot change very much but there have been developments in particular a concern to preserve the environment and to make any buildings fit into the natural context
Perhaps the greatest changes have been in man-made attractions like museums and historic sites which have been redesigned to make them more interesting and entertaining places to visit while still maintaining their role of teaching visitors about the past In many of them the aim is not just to display the past but to take visitors into the past in an interactive waySome have been converted into lsquoliving museumsrsquo where actors in costumes meet the public and play the roles of characters from the past In others history is made vivid and exciting through the use of realistic waxworks animatronic models sounds and even smells to conjure up a sense of the past
Traditional festivals by definition are unchanging but there has been a trend to increase the number of special events and festivals as cities realize that holding a music festival or an arts event is a good way of attracting tourists
Entertainment and leisure facilities are always having to reinvent themselves In the developed world the simple rectangular swimming pool for example is no longer enough-it has to be a water park with flumes chutes splash zones and wave machines
The tourist is always looking to discover new attractions (as if their happiness depends on it) and because of this the lsquoattractions industryrsquo has to keep on changing
Check your Understanding1 Why do tourist attractions have to change
35
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
(Source Anderson N J Active Skills for Reading Book 3 Unit 1 pages 17-20)
Reading 4 Culture and Body Language
BODY LANGUAGEOrder the following elements of communication in terms of importance tounderstanding the messageWords _____Tone of Voice _____Facial and Body Expressions ______
You might be surprised by the answer
Much of the impact you create an interview is based on your body language and getting this right is essential The way you walk sit and act may influence your interviewerrsquos opinion of you as much as what you actually say
Here is a list of body language behaviour in North America Categorize them as either negative body language or positive body language
Staring at the floor Direct Eye Contact Strong Handshake Nodding Sweating Crossing your arms Pointing with your finger Playing with your clothesSmiling Standing or sitting very close to another personGood Posture Leaning closer to another person Fidgeting Looking at your watch
Positive Body Language Negative Body Language
(Adapted from Cambridge English for Job Hunting Cambridge University Press Colm Downes 2008 Pg 50)
What are some examples of positive and negative body language in China
Positive Body Language Negative Body Language
9
When we communicate with other people it is not only our words that contain the meaning An important part of that meaning comes from what is called non-verbal communication By this we mean facial expression gestures with hands arms legs the way we sit or stand the way we touch other people the distance we keep between ourselves and the people we are talking to our dress and our appearance All these say something to other people
Facial expressions and gestures are used by everyone often spontaneously even unconsciously Smiling for example is found in most cultures as a sign of happiness or pleasure Gestures such as pointing waving shaking or nodding the head are also widely used although the gestures themselves do not always mean the same in every culture I once asked a Portuguese student why bank officials in Lisbon seemed so unhappyndash sorry Lisbon bank clerks but its true ndash and he told me that if they smiled too much they would not seem serious about their work
Because many non-verbal messages are culture specific they can cause a lot of misunderstanding between people from different backgrounds Northern Europeans and Americans for example like to keep a certain personal space between themselves and others and feel uncomfortable if people come too close to them In these same cultures it is considered impolite to stare but Greeks it is said feel ignored if people do not stare at them in public Europeans usually change their facial expression to show happiness anger boredom sadness For this reason they call oriental people mysterious because they change facial expression much less
In styles of dress we also make important statements about ourselves Dress codes vary greatly from one culture to another and it is easy to make mistakes about peoples status if you dont know the cultural norm In Mediterranean cultures bank officials and similar employees wear short-sleeved open-neck shirts and no jackets This casual dress would not be acceptable in northern Europe where suits and ties are a sign of seriousness Ambitious women in western cultures wear classic clothes in plain colours to indicate their dedication to career
One of the main differences between verbal and non-verbal communication is that we are often not conscious of the expressions and gestures we use and so we are in danger of giving more information than we really want to or even of giving a conflicting message with our body language to the one expressed in our words
Check your Understanding
Choose the best answer1 Body Language is
a The way we dressb The expressions on our facec Non-verbal communication
2 When we do something lsquospontaneouslyrsquo (line 7) we do ita immediately
10
b after careful thoughtc reluctantly
3 lsquoStatusrsquo (line 24) meansa conditionb position in societyc age
4 lsquoClassic clothesrsquo (line 28) area fashionable wearb casual dressc sensible and traditional clothes
5 A lsquoconflicting messagersquo (line 32) gives peoplea useful informationb confusing informationc wrong information
Posture is the word used to describe the way we use our whole body We can stand straight and still we can sit back in a relaxed manner we can fold our arms cross our legs we can lie down we can jump about Each posture reflects our emotion and attitude
Match the description of a posture to an attitude or emotion
POSTURE EMOTION
Sitting and crossing your arms Keeping eye contact Raising your eyebrows Moving your shoulders up and down (shrugging)Sitting and tapping your fingers on the tableFidgeting with your clothes Leaning forward in your chair
InterestBoredomAngerSurpriseNervousnessDisinterestConfidence
In pairs discuss the following questions1 How could your body language cause problems in an interview2 How can you avoid these problems
(Adapted from httpwwweslteachersboardcomcgi-binlessonsindexplnoframesread=917And Cambridge English for Job Hunting Cambridge University Press Colm Downes 2008 Pg 50)
Reading 5 My Time on Coconut Island
11
Coconut Island
1 How would you describe the building in this picture
Modern Old Clean Dirty Pristine Run-down Simple Luxurious
Would you vacation at a location like this WhyWhy not If no what kind of accommodation would you prefer
2 Is this an example of formal (ex business letters and resumes) or informal (ex emails and magazines) writing List examples of why you think it is either formal or informal
3 What are some positive things the writer has to say about Seaview Resort and Coconut Island What are some negative things the writer has to say
My Time on Coconut Island I was told Coconut Island was developing fast I understood that this meant it was once a pristine island heading towards environmental destruction caused by uncontrolled tourist development Perhaps they meant it in a more positive light I wasnrsquot sure I went there to find outDriving down the east coast expressway you donrsquot see much The landscape is pretty flat most of the way with just a few trees and roadside shacks selling pineapples Oh and of course the usual construction workers widening and
12
improving the road However once you get to the end of the road and the ferry terminal you look across the sea and see a huge mountainous island rising up in front of you I felt excited and a little nervous
We crossed the water without any problems but left the ferry stuck behind trucks carrying construction materials ready to pour concrete all over this beautiful island Although we knew the sparkling white beach was just meters from the road we couldnrsquot see it for some time Not because of palm trees but because of all of the shops selling tourist merchandise and all the dust thrown up by the construction trucks Fortunately the tourist shops thinned out within 20 minutes and shortly afterwards we arrived at our destination Seaview Resort We werenrsquot disappointed We had been promised fine white sand and clear turquoise water and we got it Only problem was there was just a few feet of white sand and that was mostly covered in beach towels from other tourists who had got there before us Ah well not to worry We could explore up the beach for a quiet spot later We checked out the rooms and facilities and everything was just as you would expect from a mid-range hotel It also had quite a nice little restaurant right on the beach and therefore great for a cold beer and our first sunset It was perfect
The following morning after cold bacon and eggs for breakfast it seemed that the same people from yesterday were hogging the sun beds and beach space again so we decided to walk down the beach and explore a little further In actual fact I was pleasantly surprised I was expecting the whole beach to be lined with resorts packed side-by-side but actually on this beach there was still plenty of space for developers The closest buildings to us were a couple of beachside family-run cheap-and-cheerful restaurants with bamboo chairs and tables At 300 meters away they were also just too far away for most of the package tourists And this was generally where we spent most of our days An added bonus was that at the shack- White Sands to give it its official name (the name was on a piece of driftwood tacked to a nearby palm tree) the food was far far better than the resortrsquos Whereas the resort chef had removed any local flavour from the food the White Sands staff had managed to keep their food authentic
So most of our days were spent relaxing by the sea but one day we went for a cruise around the island While we were travelling we could see all of the development on Coconut Island There were plenty more resorts being built and the green forests of palm trees became bare hills of tourist development However on the cruise we had a chance to snorkel and swim After a couple of hours in the sun we returned home to rest
Before too long our trip on Coconut Island was over Overall I was pleasantly surprised Okay itrsquos getting developed but you can still find pristine and peaceful beaches by spending a little bit more effort to get there In general most of the development is on the beach and so the interior is still beautiful Itrsquoll take another few years yet to spoil it so my advice is to enjoy it while you can
13
Working with the other students in your group think of some ideas why development would be a positive thing for the island and why it would be a negative thing for the island
REASONS FOR DEVELOPMENT REASONS AGAINST DEVELOPMENT
Your turn Choose 6 of the bolded words and use them to describe a place that you have traveled to When you are finished share your work with your group___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
(Adapted from wwwonestopenglishcom)
14
Reading 6 Banff National Park - One
BANFF NATIONAL PARK
Match the following words with their closest synonym or synonym phrase (words with the same meaning)
Preserve Exhilarating Glaciers Mammals Heritage Rugged Turquoise Getaway Vast Marvel
VacationSlow moving iceGreen-Blue colourRoughValuedKeep the sameExcitingWarm blooded animalFeel wonder and aweLarge
What kinds of activities and services are provided at national parksCircle the services you think apply
Laundry Restaurants City Tours Swimming Business Meeting Rooms Skiing Accommodations Room Service Fishing Hiking Concerts Housekeeping
Banff National Park- Reading One
Banff National Park (established 1885 6641 sq km) is Canadarsquos first and most heavily visited national park Its eastern gate is located 111 km west of Calgary in the Rocky Mountains Originally set aside to preserve the hot springs for public use Banffrsquos blend of towering peaks and flower-strewn meadows makes it among Canadarsquos most exhilarating holiday areas
The largest cave system in Canada extends for 23km below the Columbia ice fields The glaciers still clinging to upper mountain slopes have helped shape the parkrsquos landscape creating numerous lakes waterfalls and broad U-shaped valleys Forests of pine spruce and alpine fir soften the sides of the mountains and are home to many large mammals including moose elk black bear and the grizzly bear-the parkrsquos most formidable resident Bighorn sheep mule deer and other wildlife can often be seen alongside park roads In contrast the small population of cougar and wolf are rarely seen
Campgrounds resorts alpine and cross-country skiing and 1100km of hiking trails are found outside the Banff town site Over 45 million visitors come to the park each year
(Adapted from httpwwwthecanadianencyclopediacomindexcfmPgNm=TCEampParams=A1ARTA0000494)
15
Comprehension Questions1 Why was Banff National Park created2 What have the glaciers created in Banff National Park3 How many kinds of trees are there in the park What are their names4 What large mammals will you regularly see in the park
Banff National Park- Reading Two
Adventure is calling you to Banff Lake Louise and Banff National Park As a UNESCO World Heritage Site Banff offers rugged beauty unspoiled landscapes and pristine mountain ranges Experience an unrivaled alpine escape at ldquoThe Worldrsquos Finest National Parkrdquo You can also drink in naturersquos wonder at Lake Louise ndash one of the Canadian Rockiesrsquo most beloved destinations with turquoise waters sparkling underneath the towering Victoria Glacier
During your getaway you are sure to love our comfortable accommodations cool restaurants and stores fun activities colorful festivals and unique sights Big impressive mountains metres of dry light powder snow - that is skiing and snowboarding in Banff National Park Banff Lake Louise skiing offers vast terrain with hundreds of kilometres of marked trails from beginner to expert
Banff summer adventures bring you face to face with nature Marvel at majestic wild animals inspiring wild spaces jagged mountain peaks and thickly forested alpine valleys Enjoy abundant Banff Lake Louise summer activities Explore scenic driving routes Take a casual stroll through wildflowers in an alpine meadow or test your extreme limits climbing to the roof of the Rocky Mountains Backpack across rock ridges formed by undersea oceans over 45 million years ago Tee off at a five-star golf course Throw a fish hook in the water walk on a glacier or canoe on Lake Louisersquos turquoise water Finally you could also take a guided trip outside the park for whitewater rafting and ATV fun
(Adapted from httpwwwbanfflakelouisecom)
Comprehension Questions1 What is one of the Rockiersquos most beloved destinations2 What kinds of activities does this reading say you can do at Banff in the summer3 What do you think sounds more interesting-the winter or summer activities Why
Discussion Questions1 What is the difference between reading one and reading two about Banff National Park2 Which one makes you want to visit Banff National Park more Why List some words
that make you interested in traveling there3 Where would we find a reading like reading one4 Where would we find a reading like reading two
16
List some facts and opinions from Reading One and Reading Two
Reading One Reading Two
Facts
Opinions
Reading 7 Cultural Tourism
Welcome to Rural Vietnam
Welcome to a corner of Asia where you willfind a lifestyle that goes back for centuriesFishing on the Mekong Delta farming in Central Vietnam or crafts in Bac Ninh Provincemdashwhatever your own interest we are sure you will find something to delight you in rural Vietnam
Vinh Long ProvinceLocated between the Tien and Hau rivers the fertile lands of Vinh Long nourish thousands of fruit orchards while the countless small islands provide ideal conditions for ecotourism and observing wildlife In addition you will be able to observe the centuriesmdashold activities of Southern Vietnam such as processing rice paper and traditional Vietnamese cooking Especially interesting in Vinh Long is the opportunity to stay overnight in local residentsrsquo homes There is a small but growing number of private homes that offer home stays At the moment they provide accommodation and entertainment for up to 150 tourists per night
Quang Nam ProvinceFor visitors who want to be really active in their holidays we recommend a visit to one of thevegetable farming villages near the town ofHoi An in the central province of Quang NamHere for a day you can toil shoulder to shoulder with a Vietnamese farmer Hosts and guestswork the land planting rice or collecting vegetables that they sell in the local marketsFor lunch you can get to eat colocynth (similar to a bitter apple) and tom huu which is atraditional dish made of vegetables
Bac Ninh ProvinceThe homeland of Quan Ho art has many traditional trade villages In Xuan Lai village you can find excellent bamboo products especially from black bamboo while Phu Lang is famous for its pottery Thousands of ancient pots have been found here and even today there are
17
about 300 families in the village doing pottery work
Tho Ha is famous for pottery but nowadays it has also started to produce wine Another village that is well known for traditional wines is Van on the bank of the Cau River The villagers here are happy to let visitors photograph their wine being made and to try it or to buy it but the brewing process itself is a secret
Finally Da Hoi is a must This 400 year old trade village is famous for its traditional silk cloth and women there still raise silkworms and weave fabulous fabrics that they sell
Check your Understanding1 What can you do in Quang Nam Province if you are feeling active2 What kind of cultural products can we find in traditional Vietnamese trade villages3 Where can up to 150 tourists per night stay in Vinh Long Province4 Which province would you want to visit most Why
Match the vocabulary word from the reading with its closest definition on the rightDelight WorkNourish Skilled workToil CaterpillarTrade Provide forSilkworms Please
Think about all of the places that you would like to experience culturally Where would you go What would you see and do Discuss your answers with a partnerReport your answers back to the class
(Adapted from Tourism 2 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2009 Pg 48-49)
Reading 8 Tourists in a Fragile Land
ECOTOURISM
VOCABULARY IN CONTEXTGuess what the underlined word means in each numbered sentenceCircle T or F for the statement that follows
1 The desert landscape is very flatT F ldquoLandscaperdquo means the way the land looks
2 We must preserve the rain forest because it is the home of many birds that cannot live anywhere else
T F It would be good to cut down the rain forest now so we can use the wood
18
3 The ozone hole may be dangerous to people who live on the earth It is a hole in the ozone layer
T F The ozone layer is made of gases that protect the earth from the bad effects of the sun
4 Some scientists believe that global warming will cause the ice of Antarctica to meltT F The earth will become too hot
5 That island is inhabited only by birdsT F All kinds of animals live there
6 The highest mountain in the world is Mount Everest I donrsquot know how some people can go there because it is such a harsh place
T F Itrsquos really comfortable
7 Next summer I am going to travel to a very remote part of Asia It will take a long time to get there but I want to go to a place where few visitors have gone
T F This is a place thatrsquos easy to get to from the big city
8 His wife said ldquoThink about the consequences if you lose your jobrdquoT F She might want her husband to think about not having any money to pay
the bills for the family
9 The coastal cities of a country are often popular vacation spots because people like to be near the ocean
T F These places are often in the centre of the country
10 The oceans of the world are vast places of waterT F The oceans are smaller than other places of water
11 The ice on the pond was so fragile that the children couldnrsquot ice skateT F The ice could break easily
Making Predictions Tourists in a Fragile LandYou are going to read an opinion essay about tourism in Antarctica The essay was written by a scientist who works there What do you think his opinion will be Choose one
a Tourists should not visit the Antarctica because they may cause problemsb Tourists should visit Antarctica because there is so much for them to learnc Tourists to Antarctica should pay a special tax to help scientists with their work there
19
Tourists in a Fragile Land
As a scientist working in Antarctica I spend most of my time in the laboratory studying ice I am trying to find out the age of Antarctic ice All we know for certain is that it is the oldest ice in the world The more we understand it the more we will understand the changing weather of the Earth Today I had to leave my work to greet a group of tourists who were taking a vacation in this continent of ice And although I can appreciate their desire to experience this beautiful landscape I feel Antarctica should be closed to tourists
Antarctica is a place of important scientific research and it must be kept only for this purpose Many scientists are using Antarctica to study the effects of the ozone hole that was discovered above Antarctica in 1984 They are also trying to understand global warming If the earthrsquos temperature continues to rise the health and safety of every living thing on the planet will be affected Also biologists and botanists study the animals and plants that live on the frozen land trying to understand how life can live in such a harsh environment
When tourists come here they can hurt the environment and interrupt our research Many scientists complain that tourists leave garbage on beaches and disturb the plants and animals In a place like Antarctica it can take 100 years for a plant to grow back after it was picked andtourists taking pictures of baby penguins from cruise ships caused an oil spill that killed many penguins and destroyed a 5 year research project
There is no government here and it is owned by no one Who will protect it Who is responsible for it The scientists are trying but the tour companies making money by sending tourists south are not If we donrsquot protect Antarctica now there may be serious consequences for everyone The ice here holds 70 of the worldrsquos fresh water If the ice melts it will cause devastating floods The ice also acts as a natural air conditioner for our planet Clearly Antarctica should remain a place for careful and controlled scientific research The only way to protect this fragile and important part of the planet is to stop tourists from travelling to Antarctica
Tourists in a Fragile Land1 Look at your prediction you chose about Tourists in a Fragile Land Was your prediction correct
2 Number the following main ideas in the order they appear in the reading
_______ Antarctica has no government_______ The entire world may be affected by problems in Antarctica_______ Many different scientists learn new things by studying Antarctica
20
3 Complete the following outline of the reading with details to support the pointsa Scientists learn new things in Antarctica because it is different from other places How is it different
i ______________ ice in the worldii Itrsquos plants and animals live in a very _____________ environment
b Problems in Antarctica may affect the worldi There is a large ________________ above Antarcticaii It has ____________ of the worldrsquos fresh wateriii The ice acts as a natural _________________ for the earth keeping it cool
4 The following statements are false Rewrite the false statements to make them truea The oil spill caused by a cruise ship killed many scientistsb The writer of the essay knows the age of Antarctic icec Biologists and Botanists study the scientists that live on Antarctica
Reading 9 Travel Journal A Tourists Experience
Travel Journal ndash A Touristrsquos ExperienceChile South America February 16The sunlight was shining so brightly as our plane flew over the snow covered Andes mountains which seem to go on forever
Island of Cape Horn February 16We spent the morning at a small church named Star of the Sea This is a quiet place where visitors are invited to remember all of the international sailors who died here They were all trying to sail around the southern part of South America and many of them lost their lives at sea
Drake Passage-aboard the tour ship Explorer February 19We were welcomed today by the captain and crew They gave us warm Antarctic jackets and introduced themselves to us Sea birds followed the ship closely sailing in the cold wind As we headed south we saw a pink ship in the distance Our captain explained that it was not a ship but an iceberg-the first one of our trip The more I saw the more I wanted to learn about this unique and beautiful place
Deception Island Antarctica February 21We landed on Bailey Head where thousands and thousands of penguins greeted us The crew gave us rules to follow to protect the environment We were told to bring all of the trash that we could find on the ice back to the boat because a scientist on the ship is studying how much garbage is created by tourists in Antarctica each year We were also told not to disturb or feed the penguins because it is harmful for them
21
Paradise Bay Antarctica February 25Today we reached the mainland of the continent Our guide helped us walk through snow to the peak of an iceberg 500 feet above the sea We heard the noisy sound of penguins and later we explored the mountains of ice in motorized rafts It was incredible I always thought ice was white but here in Antarctica it is blue because it absorbs all of the colours of the rainbow except blue All around us are mountains of ice that no one has ever explored It amazed me to think that no human has ever walked on these It is so beautiful We need to help protect this special environment When I get home it will be hard for me to explain what my trip was like but I will try
A Travel Journal
1 What kind of person do you think this tourist is2 Do you think she did anything that was dangerous to Antarctica Explain3 Which part of her trip did she enjoy the most Which part would you enjoy the most4 What did people do on this trip to protect Antarctica and keep it clean5 The chart below compares the views of the scientist with the views of the tourist Look back at Tourists in a Fragile Land and A Travel Journal and fill in the missing information
OPINIONS OF THE SCIENTIST OPINIONS OF THE TOURIST
1 The Antarctic environment must be preserved for research
1 As tourists learn about Antarctica and return home to tell their friends and family about its importance they may want to help preserve the environment of Antarctica
2 2 Tourists can help scientists with their experiments (collecting garbage for research)
3 Tourists donrsquot care aboutAntarctica
3
6 Which opinion do you agree with more-the scientists or the tourists Are there certain places in the world tourists shouldnrsquot be allowed to travel
(Adapted from Northstar Reading and Writing Intermediate 2nd ed Unit 6)
22
Reading 10 GAP Adventures
CORPORATE PROFILE GAP ADVENTURES
If you are tired of the one-week-in-the-Florida-sun vacation and want to do something exciting and off the beaten path then GAP Adventures is the perfect company to turn to They provide more than 600 different itineraries in more than 100 countries and have during the last yearsgiven more than 20 000 travelers the adventure of their lifetime This year approximately 15 million more people are expected to visit their web site some of them to change their lives forever
Their philosophy ldquoThe Freedom of Independent Travel with the Security of a Grouprdquo has been practiced since the start They respect their travelers as individuals and there is no requirement to be athletic to go on one of their trips The only thing needed is to have the spirit of adventure and the desire to experience a world totally different from what you areaccustomed to
Also the concept of responsible tourism is very important to GAP Adventures and they come and go and interact with the local populations leaving behind them only footprints Their commitment is to support local people and communities and to protect the environment they travel in To that end GAP Adventures developed Planeterra-the GAP Adventures Foundation that gives back to the people and communities their passengers visit on their trips
They hire people in different departments like Operations Product Sales and Marketing employing more than 300 staff worldwide Maybe the most obvious choice for you is the position as a GAP Tour Leader In this position you make peoplersquos holiday dreams come true and make sure all passengers have an enjoyable time
The local hostel where you spend the night is your home and your office is your backpack On your way to work you might have to hike the Inca Trail or canoe down the Amazon River This is the perfect job for you if you are passionate about different cultures travel and care about sustainable tourism
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 73)
GAP Adventures1 Match the following words from the reading on the left to words on the right that are closest in meaningAccustomed Spirit of adventureItineraries Philosophy Desire
uncommon placecourageresponsibleguiding beliefinterest
23
Off the beaten path Sustainable
familiar witha planned route
2 How is GAP different from other holiday tour operators3 What does ldquoleaving behind them only footprintsrdquo mean4 What is Planterra5 True or Falsea The GAP philosophy is ldquoThe Freedom of Independent Travel Without the Security of a Grouprdquob GAP Tour Leader is the perfect job for you if you like to be alone and sleep on the beach all dayc GAP Adventures has traveled with more than 20 000 travelersd Travelers must be athletic to travel with GAP
Reading 11 A Day in the Life of Richard Spacey
A DAY IN THE LIFE OF RICHARD SPACEYCruise Director Royal Caribbean International
Voyager of the Seas one of the largest and most innovative cruise ships ever built has a total guest capacity of 3700 with 1200 crew members Voyager of the Seas is a revolution in the cruising industry A floating city she features the worldrsquos first floating ice skating rink a rock climbing wall an inline skating track and the largest and most advanced theatre on the seas There is a four-story Royal Promenade shopping and entertainment area the entire length of the shop that acts as the main area for the ships activities and entertainment Cruise director Richard Spacey was very important in organizing the entertainment and activities program aboard with a support staff of 130 people What follows is an account of a day in the life of the cruise director of one of the largest cruise ships in the world
MONDAYmdashFIRST DAY AT SEA
730-830 am- Yesterday 3650 guests came aboard the ship in Miami and we headed for our first port of call Labadee our own private island on the coast of Hispaniola Before most of our guests arrive I plan and submit our daily activities schedule for the whole voyage to our hotel director Three couples were married in the wedding chapel yesterday and they are included in the 108 couples that have chosen to spend their honeymoon with us I have organized a special party later in the week to celebrate this happy occasion The youth activities manager reports that there are more than 600 children aboard ranging in age from 3 to 17 We offer a special deck and pool areaarcade for children in addition to our extensive youth facilities which include a teen dance hall
24
I oversee the cruise management team consisting of youth activities international guests shore excursions and business group functions including seminars group meetings presentations and cocktail parties
845-930am- Hotel directorrsquos meeting All of the division heads in the Hotel Department meet to discuss the daily operation of this floating hotel Todayrsquos agenda includes a monthly safety meeting Each division head presents his or her monthly report on safety and environmental protection Hospitality and the safety of our guests and crew are our top priorities
945-1030am- The start of my public duties I give a daily announcement and an explanation of all the activities and entertainment happening on the ship I start my morning walk around Time to start the first session of Jackpot BINGO for the week I walk by two acrobats performing for our guests on deck to entertain them They play different characters through the cruise and add quite a lot to the guest experience
The ice rink is busy with guests skating at our first All Skate session There are several sessions throughout the day The ice skating cast of performers are responsible for running the session as well as skating in our Ice Show
1100-1200noon-Time to change out of my day uniform into a business suit and put on stage makeup for the taping of our onboard talk show called ldquoVoyager Liverdquo I am one of the main sources for revenue making on board The television show is great on a small floating city 37 channels offer safety information music shopping tips CNBC CNN ESPN and free movies in several languages
Noon - Lunch with the staff in the Officers and Staff Dining Room
100-230pm -Change out of my business suit into shorts and a t-shirt to introduce the Belly Flop Competition at 130 at the pool Always a ldquobigrdquo event among our guests Quite a few laughs This is followed by cruise style horse racing We pick six people who move six wooden horses by a roll of the dice The betting is fierce as all of the guests cheer their favourite horses on Everyone loves the horse racing I am the track announcer for three horse races
I stop by the Sports Court to check out the action The sports court is full of families enjoying our Family Hour activities with the youth staff We offer a nine hole mini golf course golf driving simulator full court basketballvolleyball inline skating table tennis and a rock climbing wall that rises up 200 feet
300-830pm -First a POWER NAP The day will not end until about 1230am Being available all of the time is very exhausting The nap will help me stay up late
After I go back to the office to catch up on email and help organize the office It is also time to work on budgets and revenue predictions for next year
25
At dinner hour I got to the main deck to speak with the guests at the Welcome Aboard reception The captain gives his welcome speech and then we send them off to their dinner or the show at 830
At 830 I meet in the Champagne Bar with the hotel director before dinner Tonight we will entertain guests who are on their 50th cruise and also a company who is thinking of booking 700 guests on a future cruise with us
900-1230am -I introduce the entertainment for the night in our main theatre for the guests After dinner and dessert I introduce the same show for the second seating and watch the show for quality control After the show finishes I do a final walk around the lounges on the ship with my assistant We have live music playing everywhere and karaoke has just finished in one of the main lounges The dance hall is full because of singlesrsquo night tonight and there are a few couples enjoying music in the Jazz club
A long full day Time for bed because I have to be on the deck at 800 am to welcome our guests to our first destination Labadee
Discussion Questions
PART A (730-945am)1 What does Richard do before most of the guests arrive2 How many guests are on the Voyager of the Seas How many of those are children3 What departments does Richard Spacey oversee as Cruise Director4 What is the agenda at the Hotel Directorrsquos meeting
PART B (945-100pm)1 What kind of announcement does Richard make at 9452 Who does he meet performing on the deck and what are they doing3 What two activities has Richard organized to start during this time4 Why does Richard have to change into a business suit at 11
PART C (100-830pm)1 Why does Richard change out of his business suit and into a pair of shorts2 What two events are very popular among the cruise ship guests3 What services do they offer at the Sports Court
PART D (830pm-1230am)1 Why does Richard take a nap during the middle of his business day2 Who does Richard have dinner with at 830 Why are they special3 What events has Richard organized to occur at night for the guests
26
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 53-54)
Follow up ndash Watch Royal Caribbean movie Royal Reunion directed by James Brolin Find on youtube New Royal Caribbean Movie Royal Reunion -- The Short Film Directed by amp Starring James Brolin or on Royal Caribbean website wwwroyalcaribbeancom
Reading 12 Focus on Recreation Hospitality and Recreation Inextricably Intertwined
FOCUS ON RECREATION Hospitality and Recreation Inextricably Intertwined
By Bart Bartlett PhD Professor Penn State Universityrsquos School of Hospitality Management
Americans have more leisure time than ever before and as leisure time has grown leisure activities have evolved and grown as well As a result there are many opportunities for recreation and for careers in recreation management This includes positions in commercial recreation (resorts themed resorts the ski industry) in non commercial recreation (national parks) and in golf clubs and sports venues
In many situations recreation and hospitality go hand in hand When a ski trip combines recreation on the slopes with food and beverage services in the hotel or when a hotel guest uses the hotelrsquos business services and the spa recreation and hospitality are both involved When a convention centre hotel provides rooms food and beverage coordinates meetings and also organizes group activities during the conference hospitality and recreation begin to merge
Resorts and resort hotels are an example of the combination of hospitality and recreation A mega-resort such as Walt Disney World Resort provides a clear example of this point On a Disney vacation a family may enjoy lodging and food and beverage services provided by hotel staff and management trained in hospitality go into the park itself to enjoy attractions and shows arranged and managed by a recreation specialist take a break to enjoy foodservice provided by a hospitality provider and at the end of the day enjoy dinner provided by the hospitality staff and entertainment or dancing arranged by a recreation professional
From this example alone it is clear that the commonalities in settings services and focus on guest satisfaction indicate that hospitality and recreation do indeed work together closely
VOCABULARY
27
Look at the words below With a partner try to think of the definitions of the words below by looking at the words in context from the readings Write down the definitions and compare with another set of partners
EVOLVEDOPPORTUNITIESCOMMERCIALVENUESGO HAND IN HANDCOORDINATESMERGEMEGACOMMONALITIES
Check your Understanding1 What are some areas where you can work in recreation management2 List 3 examples where hospitality and recreation ldquogo hand in handrdquo3 Think of some other places like Walt Disney World where hospitality and recreation work closely together Explain how the two work together
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 374)
Reading 13 Beverage Industry
Java Coffee House CASE STUDY
Michelle Wong is manager of the Java Coffee House at a busy location on Union Street in San Francisco USA Michelle says that there are several challenges in operating a busy coffeehouse such as training staff to handle unusual circumstances For example one guest consumed a cup of coffee and ate two-
thirds (23) of a piece of cake and then said he didnrsquot like the cake so didnrsquot want to pay for his order
Another problem is suppliers who quote good prices to get her business and then two weeks later raise the price of some of the items Michelle says that the young employees she has at the Java Coffee House are her greatest challenge of all According to Michelle there are four kinds of employeesmdashlazy good but not responsible those who steal and great ones who are no trouble
Discussion Questions
28
1 What are some suggestions for training staff to handle unusual circumstances like the one in the case study
2 How do you ensure that suppliers are delivering the product atthe price promised
3 What do you do with lazy employees
4 What do you do with irresponsible employees
5 How do you deal with employees who steal
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 340)
Reading 14 Corporate Profile Starwoods Hotels
Corporate Profile Starwood Hotels
Starwood is one of the worldrsquos largest hotel and leisure companies Its brand names include St Regis the Luxury Collection Sheraton Westin W and Four Points by Sheraton Through these brands Starwood is well represented in most major markets around the world
Operations are grouped into two business segments hotels and vacation ownership operations Revenues and earnings come primarily from hotel operations which include the operation of owned hotels management and other fees earned from hotels managed through contracts and the collection of franchise fees
Second Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80countries and is made up of 140 hotels
29
Next Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts There are 19 vacation ownership resorts in the United States and the Bahamas
Fourth Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition The luxury brands continue to find new customers while maintaining loyalty among the worldrsquos most active travelers The strength of the Starwood brand is proven by superior ratings received from hotel guests and industry magazines The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list
Fifth Starwood has sophisticated and diverse hotel properties throughout the world including the St Regis in New York City the Phoenician in Scottsdale Arizona the Hotel Gritti Palace in Venice Italy the St Regis in Beijing Chinarsquo and the Westin Palace in Madrid Spain These are among the leading hotels in the industry and they provide the highest quality and service
Finally Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises Starwood plans to meet these goals by taking advantageof its large customer base and reach in the industry to reduce costs The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals more challenging
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 566)
Match the sentence parts to make correct definitions1 Starwoodrsquos strong brand a comes primarily from hotels2 Revenue at Starwood b is proven by high ratings from guests and industry
magazines3 Luxury and upscale hotels c help to increase Starwoodrsquos global presence totaling 733
hotels4 Franchised hotels d continue to visit Starwood hotels because of the high
quality and service5 Loyal Travellers e represent the majority of Starwoodrsquos hotel properties
Look at the statements below Put lsquoMrsquo next to the statement that is the MAIN IDEA Put lsquoSrsquo next to the statement that is a SUPPORTING IDEA or DETAILParagraph 1a Starwood is one of the worldrsquos largest hotel and leisure companies _______b Operations are grouped into two business segments hotels and vacation ownership operations ______
Paragraph 2
30
a Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80 countries and is made up of 140 hotels ______b Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry ______
Paragraph 3a There are 19 vacation ownership resorts in the United States and the Bahamas _______b Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts ______
Paragraph 4a Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition _______b The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list ______
Paragraph 5a These are among the leading hotels in the industry and they provide the highest quality and service ______b Starwood has sophisticated and diverse hotel properties throughout the world _____
Paragraph 6a Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises ______b The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals morechallenging ______
Match each word from the reading with a definition Write the letter of the definition next to the word1 Brand a worldly cultured and refined2 Revenue b a part of the whole3 Segment c different in design and services4 Loyalty d a product or image created by a company5 Sophisticated e make good use of something for personal benefit6 Upscale f above average in quality of high rank7 Diverse g permission given by one company to another to sell its products
and services8 To take advantage of h income9 Franchise i expensive and wealthy sector of the market10 Superior j support and confidence in a person or company
31
Complete each sentence below using one of the words from above Be sure to use the correct form of the word Not all words will be used1 The company decided to hire Nicholas over all the other applicants because he had __________ skills and experience2 Companies reward customers for their __________3 John spoke with the manager at his local McDonalds to see how he could open up his own ____________4 Elena has travelled all over the world and she can speak 4 different languages She is so ______________
Reading 15 Hospitality is Offering a Cup of Kindness
FOCUS ON SERVICEHospitality is Offering a Cup of Kindness
William B Martin Cal TechmdashMonterey Bay
Customer service is the primary focus of hospitality It is what hospitality is all aboutmdashwhat we do If you are interested in a hospitality career it is important to understand and learn as much as possible about customer service and particularly how to be successful at it Your success will come from a complete understanding of hospitality
Letrsquos begin by exploring why we provide hospitality Why are hospitality businesses in business What is the primary purpose of a foodservice operation A lodging travel or tourism related business Is it just for money Many of you might answer lsquoyesrsquo to this question But as you will see hospitality is much more than just about money Money is important but it is not the primary purpose of hospitality
Our job is to enhance the lives of those people (guests customers passengers etc) to whom we are dedicated to serve Yes it is that simple Our job is to make the lives of others better in a small way or big way it makes no difference Whatever it is we are out to make peoplersquos lives on this planet a little bit better or maybe even a lot better This is our purpose It is where we find meaning We enhance their lives through service and begin by understanding what it is they need The problem is that all of our guests come with many needs Some we can meet some we canrsquot If you can work toward helping them satisfy these needs you can go a long way toward making their lives better through kindness Quality customer service demands that service providers understand what it is that you want Kindness after all comes through understanding Kindness is demonstrated by making everyone feel welcome
Quality customer service also requires that we make all our guests feel so comfortable that they donrsquot need to worry because they are in good hands Whether they deserve it or not they should be made to feel important Why Because we all have a need to feel important This is our job
32
We need to stay focused on the primary purposes of hospitality We need to understand the power of kindness and the importance of satisfying the basic needs of our guests Hospitality and customer service success are found in our ability to enhance the lives of others through how we treat themmdashwith a little cup of kindness
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 17)
FOCUS ON SERVICECHECK YOUR UNDERSTANDING
1 What is the main idea of this reading passage What detail does the author use to support this point
2 According to the article which of these statements would a successful hospitality employee agree withA I always focus on making money when I am workingB I enjoy making the guest feel comfortable and importantC Only the employees who speak with guests need to focus on customer service and kindness
3 Use the vocabulary from the crossword to complete the sentences below Be sure to use the correct form of the wordA Most English teachers try to think about the language___________ of their students when they design their lesson plansB Students who are ___________ to learning English study it every single day These students _________ their high grades and praise from the teacherC The ________ in Rm 118 has checked out He left the housekeepers a large tip for their excellent and fast __________D Irsquom never shopping at this grocery store again The ________ of their food is horribleE Oh no One of the ________________ for my wedding has cancelled
Reading 16 Hotel Guest
Checking Out a Guest CASE STUDY
33
A guest walked up to the front desk agent in an upscale hotel ready to check out As she would usually when checking out a guest the agent asked the guest what his room number was The guest was in a hurry and showed his anxiety by responding ldquoI stay in a hundred hotel rooms and you expect me to remember the room numberrdquo
The agent then asked for the guestrsquos name to which he responded ldquoMy name is Mr Johnsteinrdquo After asking him to repeat himself the agent began to look for the guestrsquos last name but the name was not listed in the computer Because the man had a heavy accent and the agent assumed that she had misunderstood him she politely asked the guest to spell his last name He answered ldquoWhat Are you an idiot The person who checked me into the hotel last night had no problem checking me inrdquo Again the agent looked on the computer to find the guest was not in the system
The guest becoming even more frustrated said ldquoI have a plane to catch and it is ridiculous that it has taken you this long to check me out I also need to fax these papers off but I need to have them photocopied first and the agent responded ldquoThere is a business center at the end of the counter that will fax and photocopy whatever you needrdquo The guest replied ldquoIf I wanted your opinion I would have asked you for it Havenrsquot you ever heard of customer service Isnrsquot this a five star hotel With your bad attitude you should be working in a three star hotel I canrsquot believe they let you work here at the front desk Havenrsquot you found my name yet
The agent who was beginning to get upset asked the guest again to spell out his full name The guest angrily replied ldquoHere are my papers I want faxed if you are capable of faxing themrdquo The agent reached to take the papers and the guest shouted ldquoDonrsquot grab them from my hand You have a bad attitude and if I had more time I would talk to someone about getting you removed from your position to a hotel where they donrsquot require such quality of customer servicerdquo
The agent was very upset but kept herself calm to prevent the guest from getting annoyedThe agent continued to provide service to the guest sending the faxes and making the photocopies he had requested Upon her return the agent again asked the guest to repeat his last name because he had failed to spell it out The guest replied by spelling out his name ldquoJ-o-h-n-s-t-o-n-erdquo The agent was finally able to find his name on the computer and checked him out while he continued to verbally attack her The agent finished by telling the guest to have a nice flight
Discussion Questions1 Should the front desk agent have called the manager over to finish the checkout Or should she deal with the rude customer herself2 Would you have handled the situation the same way If yes explain why If no what would you have done it differently
Prepare to share your ideas with the class
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 pg 159)
34
Reading 17 Trends in Visitor Attractions
Trends in Visitor Attractions
What changes have there been in the development of attractions over the years Think about the difference between attractions when your parents were your age and what they are like now
Take a look at the reading below and see if your predictions were correct
INSIDE TOURISM THE CHANGING FACE OF THE lsquoATTRACTIONS INDUSTRYrsquo
As the wishes and tastes of tourists and visitors change tourist attractions have to change as well In the last twenty or thirty years there have been some significant developmentsNatural attractions like sandy beaches and mountains cannot change very much but there have been developments in particular a concern to preserve the environment and to make any buildings fit into the natural context
Perhaps the greatest changes have been in man-made attractions like museums and historic sites which have been redesigned to make them more interesting and entertaining places to visit while still maintaining their role of teaching visitors about the past In many of them the aim is not just to display the past but to take visitors into the past in an interactive waySome have been converted into lsquoliving museumsrsquo where actors in costumes meet the public and play the roles of characters from the past In others history is made vivid and exciting through the use of realistic waxworks animatronic models sounds and even smells to conjure up a sense of the past
Traditional festivals by definition are unchanging but there has been a trend to increase the number of special events and festivals as cities realize that holding a music festival or an arts event is a good way of attracting tourists
Entertainment and leisure facilities are always having to reinvent themselves In the developed world the simple rectangular swimming pool for example is no longer enough-it has to be a water park with flumes chutes splash zones and wave machines
The tourist is always looking to discover new attractions (as if their happiness depends on it) and because of this the lsquoattractions industryrsquo has to keep on changing
Check your Understanding1 Why do tourist attractions have to change
35
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
When we communicate with other people it is not only our words that contain the meaning An important part of that meaning comes from what is called non-verbal communication By this we mean facial expression gestures with hands arms legs the way we sit or stand the way we touch other people the distance we keep between ourselves and the people we are talking to our dress and our appearance All these say something to other people
Facial expressions and gestures are used by everyone often spontaneously even unconsciously Smiling for example is found in most cultures as a sign of happiness or pleasure Gestures such as pointing waving shaking or nodding the head are also widely used although the gestures themselves do not always mean the same in every culture I once asked a Portuguese student why bank officials in Lisbon seemed so unhappyndash sorry Lisbon bank clerks but its true ndash and he told me that if they smiled too much they would not seem serious about their work
Because many non-verbal messages are culture specific they can cause a lot of misunderstanding between people from different backgrounds Northern Europeans and Americans for example like to keep a certain personal space between themselves and others and feel uncomfortable if people come too close to them In these same cultures it is considered impolite to stare but Greeks it is said feel ignored if people do not stare at them in public Europeans usually change their facial expression to show happiness anger boredom sadness For this reason they call oriental people mysterious because they change facial expression much less
In styles of dress we also make important statements about ourselves Dress codes vary greatly from one culture to another and it is easy to make mistakes about peoples status if you dont know the cultural norm In Mediterranean cultures bank officials and similar employees wear short-sleeved open-neck shirts and no jackets This casual dress would not be acceptable in northern Europe where suits and ties are a sign of seriousness Ambitious women in western cultures wear classic clothes in plain colours to indicate their dedication to career
One of the main differences between verbal and non-verbal communication is that we are often not conscious of the expressions and gestures we use and so we are in danger of giving more information than we really want to or even of giving a conflicting message with our body language to the one expressed in our words
Check your Understanding
Choose the best answer1 Body Language is
a The way we dressb The expressions on our facec Non-verbal communication
2 When we do something lsquospontaneouslyrsquo (line 7) we do ita immediately
10
b after careful thoughtc reluctantly
3 lsquoStatusrsquo (line 24) meansa conditionb position in societyc age
4 lsquoClassic clothesrsquo (line 28) area fashionable wearb casual dressc sensible and traditional clothes
5 A lsquoconflicting messagersquo (line 32) gives peoplea useful informationb confusing informationc wrong information
Posture is the word used to describe the way we use our whole body We can stand straight and still we can sit back in a relaxed manner we can fold our arms cross our legs we can lie down we can jump about Each posture reflects our emotion and attitude
Match the description of a posture to an attitude or emotion
POSTURE EMOTION
Sitting and crossing your arms Keeping eye contact Raising your eyebrows Moving your shoulders up and down (shrugging)Sitting and tapping your fingers on the tableFidgeting with your clothes Leaning forward in your chair
InterestBoredomAngerSurpriseNervousnessDisinterestConfidence
In pairs discuss the following questions1 How could your body language cause problems in an interview2 How can you avoid these problems
(Adapted from httpwwweslteachersboardcomcgi-binlessonsindexplnoframesread=917And Cambridge English for Job Hunting Cambridge University Press Colm Downes 2008 Pg 50)
Reading 5 My Time on Coconut Island
11
Coconut Island
1 How would you describe the building in this picture
Modern Old Clean Dirty Pristine Run-down Simple Luxurious
Would you vacation at a location like this WhyWhy not If no what kind of accommodation would you prefer
2 Is this an example of formal (ex business letters and resumes) or informal (ex emails and magazines) writing List examples of why you think it is either formal or informal
3 What are some positive things the writer has to say about Seaview Resort and Coconut Island What are some negative things the writer has to say
My Time on Coconut Island I was told Coconut Island was developing fast I understood that this meant it was once a pristine island heading towards environmental destruction caused by uncontrolled tourist development Perhaps they meant it in a more positive light I wasnrsquot sure I went there to find outDriving down the east coast expressway you donrsquot see much The landscape is pretty flat most of the way with just a few trees and roadside shacks selling pineapples Oh and of course the usual construction workers widening and
12
improving the road However once you get to the end of the road and the ferry terminal you look across the sea and see a huge mountainous island rising up in front of you I felt excited and a little nervous
We crossed the water without any problems but left the ferry stuck behind trucks carrying construction materials ready to pour concrete all over this beautiful island Although we knew the sparkling white beach was just meters from the road we couldnrsquot see it for some time Not because of palm trees but because of all of the shops selling tourist merchandise and all the dust thrown up by the construction trucks Fortunately the tourist shops thinned out within 20 minutes and shortly afterwards we arrived at our destination Seaview Resort We werenrsquot disappointed We had been promised fine white sand and clear turquoise water and we got it Only problem was there was just a few feet of white sand and that was mostly covered in beach towels from other tourists who had got there before us Ah well not to worry We could explore up the beach for a quiet spot later We checked out the rooms and facilities and everything was just as you would expect from a mid-range hotel It also had quite a nice little restaurant right on the beach and therefore great for a cold beer and our first sunset It was perfect
The following morning after cold bacon and eggs for breakfast it seemed that the same people from yesterday were hogging the sun beds and beach space again so we decided to walk down the beach and explore a little further In actual fact I was pleasantly surprised I was expecting the whole beach to be lined with resorts packed side-by-side but actually on this beach there was still plenty of space for developers The closest buildings to us were a couple of beachside family-run cheap-and-cheerful restaurants with bamboo chairs and tables At 300 meters away they were also just too far away for most of the package tourists And this was generally where we spent most of our days An added bonus was that at the shack- White Sands to give it its official name (the name was on a piece of driftwood tacked to a nearby palm tree) the food was far far better than the resortrsquos Whereas the resort chef had removed any local flavour from the food the White Sands staff had managed to keep their food authentic
So most of our days were spent relaxing by the sea but one day we went for a cruise around the island While we were travelling we could see all of the development on Coconut Island There were plenty more resorts being built and the green forests of palm trees became bare hills of tourist development However on the cruise we had a chance to snorkel and swim After a couple of hours in the sun we returned home to rest
Before too long our trip on Coconut Island was over Overall I was pleasantly surprised Okay itrsquos getting developed but you can still find pristine and peaceful beaches by spending a little bit more effort to get there In general most of the development is on the beach and so the interior is still beautiful Itrsquoll take another few years yet to spoil it so my advice is to enjoy it while you can
13
Working with the other students in your group think of some ideas why development would be a positive thing for the island and why it would be a negative thing for the island
REASONS FOR DEVELOPMENT REASONS AGAINST DEVELOPMENT
Your turn Choose 6 of the bolded words and use them to describe a place that you have traveled to When you are finished share your work with your group___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
(Adapted from wwwonestopenglishcom)
14
Reading 6 Banff National Park - One
BANFF NATIONAL PARK
Match the following words with their closest synonym or synonym phrase (words with the same meaning)
Preserve Exhilarating Glaciers Mammals Heritage Rugged Turquoise Getaway Vast Marvel
VacationSlow moving iceGreen-Blue colourRoughValuedKeep the sameExcitingWarm blooded animalFeel wonder and aweLarge
What kinds of activities and services are provided at national parksCircle the services you think apply
Laundry Restaurants City Tours Swimming Business Meeting Rooms Skiing Accommodations Room Service Fishing Hiking Concerts Housekeeping
Banff National Park- Reading One
Banff National Park (established 1885 6641 sq km) is Canadarsquos first and most heavily visited national park Its eastern gate is located 111 km west of Calgary in the Rocky Mountains Originally set aside to preserve the hot springs for public use Banffrsquos blend of towering peaks and flower-strewn meadows makes it among Canadarsquos most exhilarating holiday areas
The largest cave system in Canada extends for 23km below the Columbia ice fields The glaciers still clinging to upper mountain slopes have helped shape the parkrsquos landscape creating numerous lakes waterfalls and broad U-shaped valleys Forests of pine spruce and alpine fir soften the sides of the mountains and are home to many large mammals including moose elk black bear and the grizzly bear-the parkrsquos most formidable resident Bighorn sheep mule deer and other wildlife can often be seen alongside park roads In contrast the small population of cougar and wolf are rarely seen
Campgrounds resorts alpine and cross-country skiing and 1100km of hiking trails are found outside the Banff town site Over 45 million visitors come to the park each year
(Adapted from httpwwwthecanadianencyclopediacomindexcfmPgNm=TCEampParams=A1ARTA0000494)
15
Comprehension Questions1 Why was Banff National Park created2 What have the glaciers created in Banff National Park3 How many kinds of trees are there in the park What are their names4 What large mammals will you regularly see in the park
Banff National Park- Reading Two
Adventure is calling you to Banff Lake Louise and Banff National Park As a UNESCO World Heritage Site Banff offers rugged beauty unspoiled landscapes and pristine mountain ranges Experience an unrivaled alpine escape at ldquoThe Worldrsquos Finest National Parkrdquo You can also drink in naturersquos wonder at Lake Louise ndash one of the Canadian Rockiesrsquo most beloved destinations with turquoise waters sparkling underneath the towering Victoria Glacier
During your getaway you are sure to love our comfortable accommodations cool restaurants and stores fun activities colorful festivals and unique sights Big impressive mountains metres of dry light powder snow - that is skiing and snowboarding in Banff National Park Banff Lake Louise skiing offers vast terrain with hundreds of kilometres of marked trails from beginner to expert
Banff summer adventures bring you face to face with nature Marvel at majestic wild animals inspiring wild spaces jagged mountain peaks and thickly forested alpine valleys Enjoy abundant Banff Lake Louise summer activities Explore scenic driving routes Take a casual stroll through wildflowers in an alpine meadow or test your extreme limits climbing to the roof of the Rocky Mountains Backpack across rock ridges formed by undersea oceans over 45 million years ago Tee off at a five-star golf course Throw a fish hook in the water walk on a glacier or canoe on Lake Louisersquos turquoise water Finally you could also take a guided trip outside the park for whitewater rafting and ATV fun
(Adapted from httpwwwbanfflakelouisecom)
Comprehension Questions1 What is one of the Rockiersquos most beloved destinations2 What kinds of activities does this reading say you can do at Banff in the summer3 What do you think sounds more interesting-the winter or summer activities Why
Discussion Questions1 What is the difference between reading one and reading two about Banff National Park2 Which one makes you want to visit Banff National Park more Why List some words
that make you interested in traveling there3 Where would we find a reading like reading one4 Where would we find a reading like reading two
16
List some facts and opinions from Reading One and Reading Two
Reading One Reading Two
Facts
Opinions
Reading 7 Cultural Tourism
Welcome to Rural Vietnam
Welcome to a corner of Asia where you willfind a lifestyle that goes back for centuriesFishing on the Mekong Delta farming in Central Vietnam or crafts in Bac Ninh Provincemdashwhatever your own interest we are sure you will find something to delight you in rural Vietnam
Vinh Long ProvinceLocated between the Tien and Hau rivers the fertile lands of Vinh Long nourish thousands of fruit orchards while the countless small islands provide ideal conditions for ecotourism and observing wildlife In addition you will be able to observe the centuriesmdashold activities of Southern Vietnam such as processing rice paper and traditional Vietnamese cooking Especially interesting in Vinh Long is the opportunity to stay overnight in local residentsrsquo homes There is a small but growing number of private homes that offer home stays At the moment they provide accommodation and entertainment for up to 150 tourists per night
Quang Nam ProvinceFor visitors who want to be really active in their holidays we recommend a visit to one of thevegetable farming villages near the town ofHoi An in the central province of Quang NamHere for a day you can toil shoulder to shoulder with a Vietnamese farmer Hosts and guestswork the land planting rice or collecting vegetables that they sell in the local marketsFor lunch you can get to eat colocynth (similar to a bitter apple) and tom huu which is atraditional dish made of vegetables
Bac Ninh ProvinceThe homeland of Quan Ho art has many traditional trade villages In Xuan Lai village you can find excellent bamboo products especially from black bamboo while Phu Lang is famous for its pottery Thousands of ancient pots have been found here and even today there are
17
about 300 families in the village doing pottery work
Tho Ha is famous for pottery but nowadays it has also started to produce wine Another village that is well known for traditional wines is Van on the bank of the Cau River The villagers here are happy to let visitors photograph their wine being made and to try it or to buy it but the brewing process itself is a secret
Finally Da Hoi is a must This 400 year old trade village is famous for its traditional silk cloth and women there still raise silkworms and weave fabulous fabrics that they sell
Check your Understanding1 What can you do in Quang Nam Province if you are feeling active2 What kind of cultural products can we find in traditional Vietnamese trade villages3 Where can up to 150 tourists per night stay in Vinh Long Province4 Which province would you want to visit most Why
Match the vocabulary word from the reading with its closest definition on the rightDelight WorkNourish Skilled workToil CaterpillarTrade Provide forSilkworms Please
Think about all of the places that you would like to experience culturally Where would you go What would you see and do Discuss your answers with a partnerReport your answers back to the class
(Adapted from Tourism 2 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2009 Pg 48-49)
Reading 8 Tourists in a Fragile Land
ECOTOURISM
VOCABULARY IN CONTEXTGuess what the underlined word means in each numbered sentenceCircle T or F for the statement that follows
1 The desert landscape is very flatT F ldquoLandscaperdquo means the way the land looks
2 We must preserve the rain forest because it is the home of many birds that cannot live anywhere else
T F It would be good to cut down the rain forest now so we can use the wood
18
3 The ozone hole may be dangerous to people who live on the earth It is a hole in the ozone layer
T F The ozone layer is made of gases that protect the earth from the bad effects of the sun
4 Some scientists believe that global warming will cause the ice of Antarctica to meltT F The earth will become too hot
5 That island is inhabited only by birdsT F All kinds of animals live there
6 The highest mountain in the world is Mount Everest I donrsquot know how some people can go there because it is such a harsh place
T F Itrsquos really comfortable
7 Next summer I am going to travel to a very remote part of Asia It will take a long time to get there but I want to go to a place where few visitors have gone
T F This is a place thatrsquos easy to get to from the big city
8 His wife said ldquoThink about the consequences if you lose your jobrdquoT F She might want her husband to think about not having any money to pay
the bills for the family
9 The coastal cities of a country are often popular vacation spots because people like to be near the ocean
T F These places are often in the centre of the country
10 The oceans of the world are vast places of waterT F The oceans are smaller than other places of water
11 The ice on the pond was so fragile that the children couldnrsquot ice skateT F The ice could break easily
Making Predictions Tourists in a Fragile LandYou are going to read an opinion essay about tourism in Antarctica The essay was written by a scientist who works there What do you think his opinion will be Choose one
a Tourists should not visit the Antarctica because they may cause problemsb Tourists should visit Antarctica because there is so much for them to learnc Tourists to Antarctica should pay a special tax to help scientists with their work there
19
Tourists in a Fragile Land
As a scientist working in Antarctica I spend most of my time in the laboratory studying ice I am trying to find out the age of Antarctic ice All we know for certain is that it is the oldest ice in the world The more we understand it the more we will understand the changing weather of the Earth Today I had to leave my work to greet a group of tourists who were taking a vacation in this continent of ice And although I can appreciate their desire to experience this beautiful landscape I feel Antarctica should be closed to tourists
Antarctica is a place of important scientific research and it must be kept only for this purpose Many scientists are using Antarctica to study the effects of the ozone hole that was discovered above Antarctica in 1984 They are also trying to understand global warming If the earthrsquos temperature continues to rise the health and safety of every living thing on the planet will be affected Also biologists and botanists study the animals and plants that live on the frozen land trying to understand how life can live in such a harsh environment
When tourists come here they can hurt the environment and interrupt our research Many scientists complain that tourists leave garbage on beaches and disturb the plants and animals In a place like Antarctica it can take 100 years for a plant to grow back after it was picked andtourists taking pictures of baby penguins from cruise ships caused an oil spill that killed many penguins and destroyed a 5 year research project
There is no government here and it is owned by no one Who will protect it Who is responsible for it The scientists are trying but the tour companies making money by sending tourists south are not If we donrsquot protect Antarctica now there may be serious consequences for everyone The ice here holds 70 of the worldrsquos fresh water If the ice melts it will cause devastating floods The ice also acts as a natural air conditioner for our planet Clearly Antarctica should remain a place for careful and controlled scientific research The only way to protect this fragile and important part of the planet is to stop tourists from travelling to Antarctica
Tourists in a Fragile Land1 Look at your prediction you chose about Tourists in a Fragile Land Was your prediction correct
2 Number the following main ideas in the order they appear in the reading
_______ Antarctica has no government_______ The entire world may be affected by problems in Antarctica_______ Many different scientists learn new things by studying Antarctica
20
3 Complete the following outline of the reading with details to support the pointsa Scientists learn new things in Antarctica because it is different from other places How is it different
i ______________ ice in the worldii Itrsquos plants and animals live in a very _____________ environment
b Problems in Antarctica may affect the worldi There is a large ________________ above Antarcticaii It has ____________ of the worldrsquos fresh wateriii The ice acts as a natural _________________ for the earth keeping it cool
4 The following statements are false Rewrite the false statements to make them truea The oil spill caused by a cruise ship killed many scientistsb The writer of the essay knows the age of Antarctic icec Biologists and Botanists study the scientists that live on Antarctica
Reading 9 Travel Journal A Tourists Experience
Travel Journal ndash A Touristrsquos ExperienceChile South America February 16The sunlight was shining so brightly as our plane flew over the snow covered Andes mountains which seem to go on forever
Island of Cape Horn February 16We spent the morning at a small church named Star of the Sea This is a quiet place where visitors are invited to remember all of the international sailors who died here They were all trying to sail around the southern part of South America and many of them lost their lives at sea
Drake Passage-aboard the tour ship Explorer February 19We were welcomed today by the captain and crew They gave us warm Antarctic jackets and introduced themselves to us Sea birds followed the ship closely sailing in the cold wind As we headed south we saw a pink ship in the distance Our captain explained that it was not a ship but an iceberg-the first one of our trip The more I saw the more I wanted to learn about this unique and beautiful place
Deception Island Antarctica February 21We landed on Bailey Head where thousands and thousands of penguins greeted us The crew gave us rules to follow to protect the environment We were told to bring all of the trash that we could find on the ice back to the boat because a scientist on the ship is studying how much garbage is created by tourists in Antarctica each year We were also told not to disturb or feed the penguins because it is harmful for them
21
Paradise Bay Antarctica February 25Today we reached the mainland of the continent Our guide helped us walk through snow to the peak of an iceberg 500 feet above the sea We heard the noisy sound of penguins and later we explored the mountains of ice in motorized rafts It was incredible I always thought ice was white but here in Antarctica it is blue because it absorbs all of the colours of the rainbow except blue All around us are mountains of ice that no one has ever explored It amazed me to think that no human has ever walked on these It is so beautiful We need to help protect this special environment When I get home it will be hard for me to explain what my trip was like but I will try
A Travel Journal
1 What kind of person do you think this tourist is2 Do you think she did anything that was dangerous to Antarctica Explain3 Which part of her trip did she enjoy the most Which part would you enjoy the most4 What did people do on this trip to protect Antarctica and keep it clean5 The chart below compares the views of the scientist with the views of the tourist Look back at Tourists in a Fragile Land and A Travel Journal and fill in the missing information
OPINIONS OF THE SCIENTIST OPINIONS OF THE TOURIST
1 The Antarctic environment must be preserved for research
1 As tourists learn about Antarctica and return home to tell their friends and family about its importance they may want to help preserve the environment of Antarctica
2 2 Tourists can help scientists with their experiments (collecting garbage for research)
3 Tourists donrsquot care aboutAntarctica
3
6 Which opinion do you agree with more-the scientists or the tourists Are there certain places in the world tourists shouldnrsquot be allowed to travel
(Adapted from Northstar Reading and Writing Intermediate 2nd ed Unit 6)
22
Reading 10 GAP Adventures
CORPORATE PROFILE GAP ADVENTURES
If you are tired of the one-week-in-the-Florida-sun vacation and want to do something exciting and off the beaten path then GAP Adventures is the perfect company to turn to They provide more than 600 different itineraries in more than 100 countries and have during the last yearsgiven more than 20 000 travelers the adventure of their lifetime This year approximately 15 million more people are expected to visit their web site some of them to change their lives forever
Their philosophy ldquoThe Freedom of Independent Travel with the Security of a Grouprdquo has been practiced since the start They respect their travelers as individuals and there is no requirement to be athletic to go on one of their trips The only thing needed is to have the spirit of adventure and the desire to experience a world totally different from what you areaccustomed to
Also the concept of responsible tourism is very important to GAP Adventures and they come and go and interact with the local populations leaving behind them only footprints Their commitment is to support local people and communities and to protect the environment they travel in To that end GAP Adventures developed Planeterra-the GAP Adventures Foundation that gives back to the people and communities their passengers visit on their trips
They hire people in different departments like Operations Product Sales and Marketing employing more than 300 staff worldwide Maybe the most obvious choice for you is the position as a GAP Tour Leader In this position you make peoplersquos holiday dreams come true and make sure all passengers have an enjoyable time
The local hostel where you spend the night is your home and your office is your backpack On your way to work you might have to hike the Inca Trail or canoe down the Amazon River This is the perfect job for you if you are passionate about different cultures travel and care about sustainable tourism
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 73)
GAP Adventures1 Match the following words from the reading on the left to words on the right that are closest in meaningAccustomed Spirit of adventureItineraries Philosophy Desire
uncommon placecourageresponsibleguiding beliefinterest
23
Off the beaten path Sustainable
familiar witha planned route
2 How is GAP different from other holiday tour operators3 What does ldquoleaving behind them only footprintsrdquo mean4 What is Planterra5 True or Falsea The GAP philosophy is ldquoThe Freedom of Independent Travel Without the Security of a Grouprdquob GAP Tour Leader is the perfect job for you if you like to be alone and sleep on the beach all dayc GAP Adventures has traveled with more than 20 000 travelersd Travelers must be athletic to travel with GAP
Reading 11 A Day in the Life of Richard Spacey
A DAY IN THE LIFE OF RICHARD SPACEYCruise Director Royal Caribbean International
Voyager of the Seas one of the largest and most innovative cruise ships ever built has a total guest capacity of 3700 with 1200 crew members Voyager of the Seas is a revolution in the cruising industry A floating city she features the worldrsquos first floating ice skating rink a rock climbing wall an inline skating track and the largest and most advanced theatre on the seas There is a four-story Royal Promenade shopping and entertainment area the entire length of the shop that acts as the main area for the ships activities and entertainment Cruise director Richard Spacey was very important in organizing the entertainment and activities program aboard with a support staff of 130 people What follows is an account of a day in the life of the cruise director of one of the largest cruise ships in the world
MONDAYmdashFIRST DAY AT SEA
730-830 am- Yesterday 3650 guests came aboard the ship in Miami and we headed for our first port of call Labadee our own private island on the coast of Hispaniola Before most of our guests arrive I plan and submit our daily activities schedule for the whole voyage to our hotel director Three couples were married in the wedding chapel yesterday and they are included in the 108 couples that have chosen to spend their honeymoon with us I have organized a special party later in the week to celebrate this happy occasion The youth activities manager reports that there are more than 600 children aboard ranging in age from 3 to 17 We offer a special deck and pool areaarcade for children in addition to our extensive youth facilities which include a teen dance hall
24
I oversee the cruise management team consisting of youth activities international guests shore excursions and business group functions including seminars group meetings presentations and cocktail parties
845-930am- Hotel directorrsquos meeting All of the division heads in the Hotel Department meet to discuss the daily operation of this floating hotel Todayrsquos agenda includes a monthly safety meeting Each division head presents his or her monthly report on safety and environmental protection Hospitality and the safety of our guests and crew are our top priorities
945-1030am- The start of my public duties I give a daily announcement and an explanation of all the activities and entertainment happening on the ship I start my morning walk around Time to start the first session of Jackpot BINGO for the week I walk by two acrobats performing for our guests on deck to entertain them They play different characters through the cruise and add quite a lot to the guest experience
The ice rink is busy with guests skating at our first All Skate session There are several sessions throughout the day The ice skating cast of performers are responsible for running the session as well as skating in our Ice Show
1100-1200noon-Time to change out of my day uniform into a business suit and put on stage makeup for the taping of our onboard talk show called ldquoVoyager Liverdquo I am one of the main sources for revenue making on board The television show is great on a small floating city 37 channels offer safety information music shopping tips CNBC CNN ESPN and free movies in several languages
Noon - Lunch with the staff in the Officers and Staff Dining Room
100-230pm -Change out of my business suit into shorts and a t-shirt to introduce the Belly Flop Competition at 130 at the pool Always a ldquobigrdquo event among our guests Quite a few laughs This is followed by cruise style horse racing We pick six people who move six wooden horses by a roll of the dice The betting is fierce as all of the guests cheer their favourite horses on Everyone loves the horse racing I am the track announcer for three horse races
I stop by the Sports Court to check out the action The sports court is full of families enjoying our Family Hour activities with the youth staff We offer a nine hole mini golf course golf driving simulator full court basketballvolleyball inline skating table tennis and a rock climbing wall that rises up 200 feet
300-830pm -First a POWER NAP The day will not end until about 1230am Being available all of the time is very exhausting The nap will help me stay up late
After I go back to the office to catch up on email and help organize the office It is also time to work on budgets and revenue predictions for next year
25
At dinner hour I got to the main deck to speak with the guests at the Welcome Aboard reception The captain gives his welcome speech and then we send them off to their dinner or the show at 830
At 830 I meet in the Champagne Bar with the hotel director before dinner Tonight we will entertain guests who are on their 50th cruise and also a company who is thinking of booking 700 guests on a future cruise with us
900-1230am -I introduce the entertainment for the night in our main theatre for the guests After dinner and dessert I introduce the same show for the second seating and watch the show for quality control After the show finishes I do a final walk around the lounges on the ship with my assistant We have live music playing everywhere and karaoke has just finished in one of the main lounges The dance hall is full because of singlesrsquo night tonight and there are a few couples enjoying music in the Jazz club
A long full day Time for bed because I have to be on the deck at 800 am to welcome our guests to our first destination Labadee
Discussion Questions
PART A (730-945am)1 What does Richard do before most of the guests arrive2 How many guests are on the Voyager of the Seas How many of those are children3 What departments does Richard Spacey oversee as Cruise Director4 What is the agenda at the Hotel Directorrsquos meeting
PART B (945-100pm)1 What kind of announcement does Richard make at 9452 Who does he meet performing on the deck and what are they doing3 What two activities has Richard organized to start during this time4 Why does Richard have to change into a business suit at 11
PART C (100-830pm)1 Why does Richard change out of his business suit and into a pair of shorts2 What two events are very popular among the cruise ship guests3 What services do they offer at the Sports Court
PART D (830pm-1230am)1 Why does Richard take a nap during the middle of his business day2 Who does Richard have dinner with at 830 Why are they special3 What events has Richard organized to occur at night for the guests
26
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 53-54)
Follow up ndash Watch Royal Caribbean movie Royal Reunion directed by James Brolin Find on youtube New Royal Caribbean Movie Royal Reunion -- The Short Film Directed by amp Starring James Brolin or on Royal Caribbean website wwwroyalcaribbeancom
Reading 12 Focus on Recreation Hospitality and Recreation Inextricably Intertwined
FOCUS ON RECREATION Hospitality and Recreation Inextricably Intertwined
By Bart Bartlett PhD Professor Penn State Universityrsquos School of Hospitality Management
Americans have more leisure time than ever before and as leisure time has grown leisure activities have evolved and grown as well As a result there are many opportunities for recreation and for careers in recreation management This includes positions in commercial recreation (resorts themed resorts the ski industry) in non commercial recreation (national parks) and in golf clubs and sports venues
In many situations recreation and hospitality go hand in hand When a ski trip combines recreation on the slopes with food and beverage services in the hotel or when a hotel guest uses the hotelrsquos business services and the spa recreation and hospitality are both involved When a convention centre hotel provides rooms food and beverage coordinates meetings and also organizes group activities during the conference hospitality and recreation begin to merge
Resorts and resort hotels are an example of the combination of hospitality and recreation A mega-resort such as Walt Disney World Resort provides a clear example of this point On a Disney vacation a family may enjoy lodging and food and beverage services provided by hotel staff and management trained in hospitality go into the park itself to enjoy attractions and shows arranged and managed by a recreation specialist take a break to enjoy foodservice provided by a hospitality provider and at the end of the day enjoy dinner provided by the hospitality staff and entertainment or dancing arranged by a recreation professional
From this example alone it is clear that the commonalities in settings services and focus on guest satisfaction indicate that hospitality and recreation do indeed work together closely
VOCABULARY
27
Look at the words below With a partner try to think of the definitions of the words below by looking at the words in context from the readings Write down the definitions and compare with another set of partners
EVOLVEDOPPORTUNITIESCOMMERCIALVENUESGO HAND IN HANDCOORDINATESMERGEMEGACOMMONALITIES
Check your Understanding1 What are some areas where you can work in recreation management2 List 3 examples where hospitality and recreation ldquogo hand in handrdquo3 Think of some other places like Walt Disney World where hospitality and recreation work closely together Explain how the two work together
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 374)
Reading 13 Beverage Industry
Java Coffee House CASE STUDY
Michelle Wong is manager of the Java Coffee House at a busy location on Union Street in San Francisco USA Michelle says that there are several challenges in operating a busy coffeehouse such as training staff to handle unusual circumstances For example one guest consumed a cup of coffee and ate two-
thirds (23) of a piece of cake and then said he didnrsquot like the cake so didnrsquot want to pay for his order
Another problem is suppliers who quote good prices to get her business and then two weeks later raise the price of some of the items Michelle says that the young employees she has at the Java Coffee House are her greatest challenge of all According to Michelle there are four kinds of employeesmdashlazy good but not responsible those who steal and great ones who are no trouble
Discussion Questions
28
1 What are some suggestions for training staff to handle unusual circumstances like the one in the case study
2 How do you ensure that suppliers are delivering the product atthe price promised
3 What do you do with lazy employees
4 What do you do with irresponsible employees
5 How do you deal with employees who steal
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 340)
Reading 14 Corporate Profile Starwoods Hotels
Corporate Profile Starwood Hotels
Starwood is one of the worldrsquos largest hotel and leisure companies Its brand names include St Regis the Luxury Collection Sheraton Westin W and Four Points by Sheraton Through these brands Starwood is well represented in most major markets around the world
Operations are grouped into two business segments hotels and vacation ownership operations Revenues and earnings come primarily from hotel operations which include the operation of owned hotels management and other fees earned from hotels managed through contracts and the collection of franchise fees
Second Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80countries and is made up of 140 hotels
29
Next Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts There are 19 vacation ownership resorts in the United States and the Bahamas
Fourth Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition The luxury brands continue to find new customers while maintaining loyalty among the worldrsquos most active travelers The strength of the Starwood brand is proven by superior ratings received from hotel guests and industry magazines The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list
Fifth Starwood has sophisticated and diverse hotel properties throughout the world including the St Regis in New York City the Phoenician in Scottsdale Arizona the Hotel Gritti Palace in Venice Italy the St Regis in Beijing Chinarsquo and the Westin Palace in Madrid Spain These are among the leading hotels in the industry and they provide the highest quality and service
Finally Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises Starwood plans to meet these goals by taking advantageof its large customer base and reach in the industry to reduce costs The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals more challenging
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 566)
Match the sentence parts to make correct definitions1 Starwoodrsquos strong brand a comes primarily from hotels2 Revenue at Starwood b is proven by high ratings from guests and industry
magazines3 Luxury and upscale hotels c help to increase Starwoodrsquos global presence totaling 733
hotels4 Franchised hotels d continue to visit Starwood hotels because of the high
quality and service5 Loyal Travellers e represent the majority of Starwoodrsquos hotel properties
Look at the statements below Put lsquoMrsquo next to the statement that is the MAIN IDEA Put lsquoSrsquo next to the statement that is a SUPPORTING IDEA or DETAILParagraph 1a Starwood is one of the worldrsquos largest hotel and leisure companies _______b Operations are grouped into two business segments hotels and vacation ownership operations ______
Paragraph 2
30
a Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80 countries and is made up of 140 hotels ______b Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry ______
Paragraph 3a There are 19 vacation ownership resorts in the United States and the Bahamas _______b Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts ______
Paragraph 4a Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition _______b The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list ______
Paragraph 5a These are among the leading hotels in the industry and they provide the highest quality and service ______b Starwood has sophisticated and diverse hotel properties throughout the world _____
Paragraph 6a Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises ______b The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals morechallenging ______
Match each word from the reading with a definition Write the letter of the definition next to the word1 Brand a worldly cultured and refined2 Revenue b a part of the whole3 Segment c different in design and services4 Loyalty d a product or image created by a company5 Sophisticated e make good use of something for personal benefit6 Upscale f above average in quality of high rank7 Diverse g permission given by one company to another to sell its products
and services8 To take advantage of h income9 Franchise i expensive and wealthy sector of the market10 Superior j support and confidence in a person or company
31
Complete each sentence below using one of the words from above Be sure to use the correct form of the word Not all words will be used1 The company decided to hire Nicholas over all the other applicants because he had __________ skills and experience2 Companies reward customers for their __________3 John spoke with the manager at his local McDonalds to see how he could open up his own ____________4 Elena has travelled all over the world and she can speak 4 different languages She is so ______________
Reading 15 Hospitality is Offering a Cup of Kindness
FOCUS ON SERVICEHospitality is Offering a Cup of Kindness
William B Martin Cal TechmdashMonterey Bay
Customer service is the primary focus of hospitality It is what hospitality is all aboutmdashwhat we do If you are interested in a hospitality career it is important to understand and learn as much as possible about customer service and particularly how to be successful at it Your success will come from a complete understanding of hospitality
Letrsquos begin by exploring why we provide hospitality Why are hospitality businesses in business What is the primary purpose of a foodservice operation A lodging travel or tourism related business Is it just for money Many of you might answer lsquoyesrsquo to this question But as you will see hospitality is much more than just about money Money is important but it is not the primary purpose of hospitality
Our job is to enhance the lives of those people (guests customers passengers etc) to whom we are dedicated to serve Yes it is that simple Our job is to make the lives of others better in a small way or big way it makes no difference Whatever it is we are out to make peoplersquos lives on this planet a little bit better or maybe even a lot better This is our purpose It is where we find meaning We enhance their lives through service and begin by understanding what it is they need The problem is that all of our guests come with many needs Some we can meet some we canrsquot If you can work toward helping them satisfy these needs you can go a long way toward making their lives better through kindness Quality customer service demands that service providers understand what it is that you want Kindness after all comes through understanding Kindness is demonstrated by making everyone feel welcome
Quality customer service also requires that we make all our guests feel so comfortable that they donrsquot need to worry because they are in good hands Whether they deserve it or not they should be made to feel important Why Because we all have a need to feel important This is our job
32
We need to stay focused on the primary purposes of hospitality We need to understand the power of kindness and the importance of satisfying the basic needs of our guests Hospitality and customer service success are found in our ability to enhance the lives of others through how we treat themmdashwith a little cup of kindness
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 17)
FOCUS ON SERVICECHECK YOUR UNDERSTANDING
1 What is the main idea of this reading passage What detail does the author use to support this point
2 According to the article which of these statements would a successful hospitality employee agree withA I always focus on making money when I am workingB I enjoy making the guest feel comfortable and importantC Only the employees who speak with guests need to focus on customer service and kindness
3 Use the vocabulary from the crossword to complete the sentences below Be sure to use the correct form of the wordA Most English teachers try to think about the language___________ of their students when they design their lesson plansB Students who are ___________ to learning English study it every single day These students _________ their high grades and praise from the teacherC The ________ in Rm 118 has checked out He left the housekeepers a large tip for their excellent and fast __________D Irsquom never shopping at this grocery store again The ________ of their food is horribleE Oh no One of the ________________ for my wedding has cancelled
Reading 16 Hotel Guest
Checking Out a Guest CASE STUDY
33
A guest walked up to the front desk agent in an upscale hotel ready to check out As she would usually when checking out a guest the agent asked the guest what his room number was The guest was in a hurry and showed his anxiety by responding ldquoI stay in a hundred hotel rooms and you expect me to remember the room numberrdquo
The agent then asked for the guestrsquos name to which he responded ldquoMy name is Mr Johnsteinrdquo After asking him to repeat himself the agent began to look for the guestrsquos last name but the name was not listed in the computer Because the man had a heavy accent and the agent assumed that she had misunderstood him she politely asked the guest to spell his last name He answered ldquoWhat Are you an idiot The person who checked me into the hotel last night had no problem checking me inrdquo Again the agent looked on the computer to find the guest was not in the system
The guest becoming even more frustrated said ldquoI have a plane to catch and it is ridiculous that it has taken you this long to check me out I also need to fax these papers off but I need to have them photocopied first and the agent responded ldquoThere is a business center at the end of the counter that will fax and photocopy whatever you needrdquo The guest replied ldquoIf I wanted your opinion I would have asked you for it Havenrsquot you ever heard of customer service Isnrsquot this a five star hotel With your bad attitude you should be working in a three star hotel I canrsquot believe they let you work here at the front desk Havenrsquot you found my name yet
The agent who was beginning to get upset asked the guest again to spell out his full name The guest angrily replied ldquoHere are my papers I want faxed if you are capable of faxing themrdquo The agent reached to take the papers and the guest shouted ldquoDonrsquot grab them from my hand You have a bad attitude and if I had more time I would talk to someone about getting you removed from your position to a hotel where they donrsquot require such quality of customer servicerdquo
The agent was very upset but kept herself calm to prevent the guest from getting annoyedThe agent continued to provide service to the guest sending the faxes and making the photocopies he had requested Upon her return the agent again asked the guest to repeat his last name because he had failed to spell it out The guest replied by spelling out his name ldquoJ-o-h-n-s-t-o-n-erdquo The agent was finally able to find his name on the computer and checked him out while he continued to verbally attack her The agent finished by telling the guest to have a nice flight
Discussion Questions1 Should the front desk agent have called the manager over to finish the checkout Or should she deal with the rude customer herself2 Would you have handled the situation the same way If yes explain why If no what would you have done it differently
Prepare to share your ideas with the class
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 pg 159)
34
Reading 17 Trends in Visitor Attractions
Trends in Visitor Attractions
What changes have there been in the development of attractions over the years Think about the difference between attractions when your parents were your age and what they are like now
Take a look at the reading below and see if your predictions were correct
INSIDE TOURISM THE CHANGING FACE OF THE lsquoATTRACTIONS INDUSTRYrsquo
As the wishes and tastes of tourists and visitors change tourist attractions have to change as well In the last twenty or thirty years there have been some significant developmentsNatural attractions like sandy beaches and mountains cannot change very much but there have been developments in particular a concern to preserve the environment and to make any buildings fit into the natural context
Perhaps the greatest changes have been in man-made attractions like museums and historic sites which have been redesigned to make them more interesting and entertaining places to visit while still maintaining their role of teaching visitors about the past In many of them the aim is not just to display the past but to take visitors into the past in an interactive waySome have been converted into lsquoliving museumsrsquo where actors in costumes meet the public and play the roles of characters from the past In others history is made vivid and exciting through the use of realistic waxworks animatronic models sounds and even smells to conjure up a sense of the past
Traditional festivals by definition are unchanging but there has been a trend to increase the number of special events and festivals as cities realize that holding a music festival or an arts event is a good way of attracting tourists
Entertainment and leisure facilities are always having to reinvent themselves In the developed world the simple rectangular swimming pool for example is no longer enough-it has to be a water park with flumes chutes splash zones and wave machines
The tourist is always looking to discover new attractions (as if their happiness depends on it) and because of this the lsquoattractions industryrsquo has to keep on changing
Check your Understanding1 Why do tourist attractions have to change
35
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
b after careful thoughtc reluctantly
3 lsquoStatusrsquo (line 24) meansa conditionb position in societyc age
4 lsquoClassic clothesrsquo (line 28) area fashionable wearb casual dressc sensible and traditional clothes
5 A lsquoconflicting messagersquo (line 32) gives peoplea useful informationb confusing informationc wrong information
Posture is the word used to describe the way we use our whole body We can stand straight and still we can sit back in a relaxed manner we can fold our arms cross our legs we can lie down we can jump about Each posture reflects our emotion and attitude
Match the description of a posture to an attitude or emotion
POSTURE EMOTION
Sitting and crossing your arms Keeping eye contact Raising your eyebrows Moving your shoulders up and down (shrugging)Sitting and tapping your fingers on the tableFidgeting with your clothes Leaning forward in your chair
InterestBoredomAngerSurpriseNervousnessDisinterestConfidence
In pairs discuss the following questions1 How could your body language cause problems in an interview2 How can you avoid these problems
(Adapted from httpwwweslteachersboardcomcgi-binlessonsindexplnoframesread=917And Cambridge English for Job Hunting Cambridge University Press Colm Downes 2008 Pg 50)
Reading 5 My Time on Coconut Island
11
Coconut Island
1 How would you describe the building in this picture
Modern Old Clean Dirty Pristine Run-down Simple Luxurious
Would you vacation at a location like this WhyWhy not If no what kind of accommodation would you prefer
2 Is this an example of formal (ex business letters and resumes) or informal (ex emails and magazines) writing List examples of why you think it is either formal or informal
3 What are some positive things the writer has to say about Seaview Resort and Coconut Island What are some negative things the writer has to say
My Time on Coconut Island I was told Coconut Island was developing fast I understood that this meant it was once a pristine island heading towards environmental destruction caused by uncontrolled tourist development Perhaps they meant it in a more positive light I wasnrsquot sure I went there to find outDriving down the east coast expressway you donrsquot see much The landscape is pretty flat most of the way with just a few trees and roadside shacks selling pineapples Oh and of course the usual construction workers widening and
12
improving the road However once you get to the end of the road and the ferry terminal you look across the sea and see a huge mountainous island rising up in front of you I felt excited and a little nervous
We crossed the water without any problems but left the ferry stuck behind trucks carrying construction materials ready to pour concrete all over this beautiful island Although we knew the sparkling white beach was just meters from the road we couldnrsquot see it for some time Not because of palm trees but because of all of the shops selling tourist merchandise and all the dust thrown up by the construction trucks Fortunately the tourist shops thinned out within 20 minutes and shortly afterwards we arrived at our destination Seaview Resort We werenrsquot disappointed We had been promised fine white sand and clear turquoise water and we got it Only problem was there was just a few feet of white sand and that was mostly covered in beach towels from other tourists who had got there before us Ah well not to worry We could explore up the beach for a quiet spot later We checked out the rooms and facilities and everything was just as you would expect from a mid-range hotel It also had quite a nice little restaurant right on the beach and therefore great for a cold beer and our first sunset It was perfect
The following morning after cold bacon and eggs for breakfast it seemed that the same people from yesterday were hogging the sun beds and beach space again so we decided to walk down the beach and explore a little further In actual fact I was pleasantly surprised I was expecting the whole beach to be lined with resorts packed side-by-side but actually on this beach there was still plenty of space for developers The closest buildings to us were a couple of beachside family-run cheap-and-cheerful restaurants with bamboo chairs and tables At 300 meters away they were also just too far away for most of the package tourists And this was generally where we spent most of our days An added bonus was that at the shack- White Sands to give it its official name (the name was on a piece of driftwood tacked to a nearby palm tree) the food was far far better than the resortrsquos Whereas the resort chef had removed any local flavour from the food the White Sands staff had managed to keep their food authentic
So most of our days were spent relaxing by the sea but one day we went for a cruise around the island While we were travelling we could see all of the development on Coconut Island There were plenty more resorts being built and the green forests of palm trees became bare hills of tourist development However on the cruise we had a chance to snorkel and swim After a couple of hours in the sun we returned home to rest
Before too long our trip on Coconut Island was over Overall I was pleasantly surprised Okay itrsquos getting developed but you can still find pristine and peaceful beaches by spending a little bit more effort to get there In general most of the development is on the beach and so the interior is still beautiful Itrsquoll take another few years yet to spoil it so my advice is to enjoy it while you can
13
Working with the other students in your group think of some ideas why development would be a positive thing for the island and why it would be a negative thing for the island
REASONS FOR DEVELOPMENT REASONS AGAINST DEVELOPMENT
Your turn Choose 6 of the bolded words and use them to describe a place that you have traveled to When you are finished share your work with your group___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
(Adapted from wwwonestopenglishcom)
14
Reading 6 Banff National Park - One
BANFF NATIONAL PARK
Match the following words with their closest synonym or synonym phrase (words with the same meaning)
Preserve Exhilarating Glaciers Mammals Heritage Rugged Turquoise Getaway Vast Marvel
VacationSlow moving iceGreen-Blue colourRoughValuedKeep the sameExcitingWarm blooded animalFeel wonder and aweLarge
What kinds of activities and services are provided at national parksCircle the services you think apply
Laundry Restaurants City Tours Swimming Business Meeting Rooms Skiing Accommodations Room Service Fishing Hiking Concerts Housekeeping
Banff National Park- Reading One
Banff National Park (established 1885 6641 sq km) is Canadarsquos first and most heavily visited national park Its eastern gate is located 111 km west of Calgary in the Rocky Mountains Originally set aside to preserve the hot springs for public use Banffrsquos blend of towering peaks and flower-strewn meadows makes it among Canadarsquos most exhilarating holiday areas
The largest cave system in Canada extends for 23km below the Columbia ice fields The glaciers still clinging to upper mountain slopes have helped shape the parkrsquos landscape creating numerous lakes waterfalls and broad U-shaped valleys Forests of pine spruce and alpine fir soften the sides of the mountains and are home to many large mammals including moose elk black bear and the grizzly bear-the parkrsquos most formidable resident Bighorn sheep mule deer and other wildlife can often be seen alongside park roads In contrast the small population of cougar and wolf are rarely seen
Campgrounds resorts alpine and cross-country skiing and 1100km of hiking trails are found outside the Banff town site Over 45 million visitors come to the park each year
(Adapted from httpwwwthecanadianencyclopediacomindexcfmPgNm=TCEampParams=A1ARTA0000494)
15
Comprehension Questions1 Why was Banff National Park created2 What have the glaciers created in Banff National Park3 How many kinds of trees are there in the park What are their names4 What large mammals will you regularly see in the park
Banff National Park- Reading Two
Adventure is calling you to Banff Lake Louise and Banff National Park As a UNESCO World Heritage Site Banff offers rugged beauty unspoiled landscapes and pristine mountain ranges Experience an unrivaled alpine escape at ldquoThe Worldrsquos Finest National Parkrdquo You can also drink in naturersquos wonder at Lake Louise ndash one of the Canadian Rockiesrsquo most beloved destinations with turquoise waters sparkling underneath the towering Victoria Glacier
During your getaway you are sure to love our comfortable accommodations cool restaurants and stores fun activities colorful festivals and unique sights Big impressive mountains metres of dry light powder snow - that is skiing and snowboarding in Banff National Park Banff Lake Louise skiing offers vast terrain with hundreds of kilometres of marked trails from beginner to expert
Banff summer adventures bring you face to face with nature Marvel at majestic wild animals inspiring wild spaces jagged mountain peaks and thickly forested alpine valleys Enjoy abundant Banff Lake Louise summer activities Explore scenic driving routes Take a casual stroll through wildflowers in an alpine meadow or test your extreme limits climbing to the roof of the Rocky Mountains Backpack across rock ridges formed by undersea oceans over 45 million years ago Tee off at a five-star golf course Throw a fish hook in the water walk on a glacier or canoe on Lake Louisersquos turquoise water Finally you could also take a guided trip outside the park for whitewater rafting and ATV fun
(Adapted from httpwwwbanfflakelouisecom)
Comprehension Questions1 What is one of the Rockiersquos most beloved destinations2 What kinds of activities does this reading say you can do at Banff in the summer3 What do you think sounds more interesting-the winter or summer activities Why
Discussion Questions1 What is the difference between reading one and reading two about Banff National Park2 Which one makes you want to visit Banff National Park more Why List some words
that make you interested in traveling there3 Where would we find a reading like reading one4 Where would we find a reading like reading two
16
List some facts and opinions from Reading One and Reading Two
Reading One Reading Two
Facts
Opinions
Reading 7 Cultural Tourism
Welcome to Rural Vietnam
Welcome to a corner of Asia where you willfind a lifestyle that goes back for centuriesFishing on the Mekong Delta farming in Central Vietnam or crafts in Bac Ninh Provincemdashwhatever your own interest we are sure you will find something to delight you in rural Vietnam
Vinh Long ProvinceLocated between the Tien and Hau rivers the fertile lands of Vinh Long nourish thousands of fruit orchards while the countless small islands provide ideal conditions for ecotourism and observing wildlife In addition you will be able to observe the centuriesmdashold activities of Southern Vietnam such as processing rice paper and traditional Vietnamese cooking Especially interesting in Vinh Long is the opportunity to stay overnight in local residentsrsquo homes There is a small but growing number of private homes that offer home stays At the moment they provide accommodation and entertainment for up to 150 tourists per night
Quang Nam ProvinceFor visitors who want to be really active in their holidays we recommend a visit to one of thevegetable farming villages near the town ofHoi An in the central province of Quang NamHere for a day you can toil shoulder to shoulder with a Vietnamese farmer Hosts and guestswork the land planting rice or collecting vegetables that they sell in the local marketsFor lunch you can get to eat colocynth (similar to a bitter apple) and tom huu which is atraditional dish made of vegetables
Bac Ninh ProvinceThe homeland of Quan Ho art has many traditional trade villages In Xuan Lai village you can find excellent bamboo products especially from black bamboo while Phu Lang is famous for its pottery Thousands of ancient pots have been found here and even today there are
17
about 300 families in the village doing pottery work
Tho Ha is famous for pottery but nowadays it has also started to produce wine Another village that is well known for traditional wines is Van on the bank of the Cau River The villagers here are happy to let visitors photograph their wine being made and to try it or to buy it but the brewing process itself is a secret
Finally Da Hoi is a must This 400 year old trade village is famous for its traditional silk cloth and women there still raise silkworms and weave fabulous fabrics that they sell
Check your Understanding1 What can you do in Quang Nam Province if you are feeling active2 What kind of cultural products can we find in traditional Vietnamese trade villages3 Where can up to 150 tourists per night stay in Vinh Long Province4 Which province would you want to visit most Why
Match the vocabulary word from the reading with its closest definition on the rightDelight WorkNourish Skilled workToil CaterpillarTrade Provide forSilkworms Please
Think about all of the places that you would like to experience culturally Where would you go What would you see and do Discuss your answers with a partnerReport your answers back to the class
(Adapted from Tourism 2 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2009 Pg 48-49)
Reading 8 Tourists in a Fragile Land
ECOTOURISM
VOCABULARY IN CONTEXTGuess what the underlined word means in each numbered sentenceCircle T or F for the statement that follows
1 The desert landscape is very flatT F ldquoLandscaperdquo means the way the land looks
2 We must preserve the rain forest because it is the home of many birds that cannot live anywhere else
T F It would be good to cut down the rain forest now so we can use the wood
18
3 The ozone hole may be dangerous to people who live on the earth It is a hole in the ozone layer
T F The ozone layer is made of gases that protect the earth from the bad effects of the sun
4 Some scientists believe that global warming will cause the ice of Antarctica to meltT F The earth will become too hot
5 That island is inhabited only by birdsT F All kinds of animals live there
6 The highest mountain in the world is Mount Everest I donrsquot know how some people can go there because it is such a harsh place
T F Itrsquos really comfortable
7 Next summer I am going to travel to a very remote part of Asia It will take a long time to get there but I want to go to a place where few visitors have gone
T F This is a place thatrsquos easy to get to from the big city
8 His wife said ldquoThink about the consequences if you lose your jobrdquoT F She might want her husband to think about not having any money to pay
the bills for the family
9 The coastal cities of a country are often popular vacation spots because people like to be near the ocean
T F These places are often in the centre of the country
10 The oceans of the world are vast places of waterT F The oceans are smaller than other places of water
11 The ice on the pond was so fragile that the children couldnrsquot ice skateT F The ice could break easily
Making Predictions Tourists in a Fragile LandYou are going to read an opinion essay about tourism in Antarctica The essay was written by a scientist who works there What do you think his opinion will be Choose one
a Tourists should not visit the Antarctica because they may cause problemsb Tourists should visit Antarctica because there is so much for them to learnc Tourists to Antarctica should pay a special tax to help scientists with their work there
19
Tourists in a Fragile Land
As a scientist working in Antarctica I spend most of my time in the laboratory studying ice I am trying to find out the age of Antarctic ice All we know for certain is that it is the oldest ice in the world The more we understand it the more we will understand the changing weather of the Earth Today I had to leave my work to greet a group of tourists who were taking a vacation in this continent of ice And although I can appreciate their desire to experience this beautiful landscape I feel Antarctica should be closed to tourists
Antarctica is a place of important scientific research and it must be kept only for this purpose Many scientists are using Antarctica to study the effects of the ozone hole that was discovered above Antarctica in 1984 They are also trying to understand global warming If the earthrsquos temperature continues to rise the health and safety of every living thing on the planet will be affected Also biologists and botanists study the animals and plants that live on the frozen land trying to understand how life can live in such a harsh environment
When tourists come here they can hurt the environment and interrupt our research Many scientists complain that tourists leave garbage on beaches and disturb the plants and animals In a place like Antarctica it can take 100 years for a plant to grow back after it was picked andtourists taking pictures of baby penguins from cruise ships caused an oil spill that killed many penguins and destroyed a 5 year research project
There is no government here and it is owned by no one Who will protect it Who is responsible for it The scientists are trying but the tour companies making money by sending tourists south are not If we donrsquot protect Antarctica now there may be serious consequences for everyone The ice here holds 70 of the worldrsquos fresh water If the ice melts it will cause devastating floods The ice also acts as a natural air conditioner for our planet Clearly Antarctica should remain a place for careful and controlled scientific research The only way to protect this fragile and important part of the planet is to stop tourists from travelling to Antarctica
Tourists in a Fragile Land1 Look at your prediction you chose about Tourists in a Fragile Land Was your prediction correct
2 Number the following main ideas in the order they appear in the reading
_______ Antarctica has no government_______ The entire world may be affected by problems in Antarctica_______ Many different scientists learn new things by studying Antarctica
20
3 Complete the following outline of the reading with details to support the pointsa Scientists learn new things in Antarctica because it is different from other places How is it different
i ______________ ice in the worldii Itrsquos plants and animals live in a very _____________ environment
b Problems in Antarctica may affect the worldi There is a large ________________ above Antarcticaii It has ____________ of the worldrsquos fresh wateriii The ice acts as a natural _________________ for the earth keeping it cool
4 The following statements are false Rewrite the false statements to make them truea The oil spill caused by a cruise ship killed many scientistsb The writer of the essay knows the age of Antarctic icec Biologists and Botanists study the scientists that live on Antarctica
Reading 9 Travel Journal A Tourists Experience
Travel Journal ndash A Touristrsquos ExperienceChile South America February 16The sunlight was shining so brightly as our plane flew over the snow covered Andes mountains which seem to go on forever
Island of Cape Horn February 16We spent the morning at a small church named Star of the Sea This is a quiet place where visitors are invited to remember all of the international sailors who died here They were all trying to sail around the southern part of South America and many of them lost their lives at sea
Drake Passage-aboard the tour ship Explorer February 19We were welcomed today by the captain and crew They gave us warm Antarctic jackets and introduced themselves to us Sea birds followed the ship closely sailing in the cold wind As we headed south we saw a pink ship in the distance Our captain explained that it was not a ship but an iceberg-the first one of our trip The more I saw the more I wanted to learn about this unique and beautiful place
Deception Island Antarctica February 21We landed on Bailey Head where thousands and thousands of penguins greeted us The crew gave us rules to follow to protect the environment We were told to bring all of the trash that we could find on the ice back to the boat because a scientist on the ship is studying how much garbage is created by tourists in Antarctica each year We were also told not to disturb or feed the penguins because it is harmful for them
21
Paradise Bay Antarctica February 25Today we reached the mainland of the continent Our guide helped us walk through snow to the peak of an iceberg 500 feet above the sea We heard the noisy sound of penguins and later we explored the mountains of ice in motorized rafts It was incredible I always thought ice was white but here in Antarctica it is blue because it absorbs all of the colours of the rainbow except blue All around us are mountains of ice that no one has ever explored It amazed me to think that no human has ever walked on these It is so beautiful We need to help protect this special environment When I get home it will be hard for me to explain what my trip was like but I will try
A Travel Journal
1 What kind of person do you think this tourist is2 Do you think she did anything that was dangerous to Antarctica Explain3 Which part of her trip did she enjoy the most Which part would you enjoy the most4 What did people do on this trip to protect Antarctica and keep it clean5 The chart below compares the views of the scientist with the views of the tourist Look back at Tourists in a Fragile Land and A Travel Journal and fill in the missing information
OPINIONS OF THE SCIENTIST OPINIONS OF THE TOURIST
1 The Antarctic environment must be preserved for research
1 As tourists learn about Antarctica and return home to tell their friends and family about its importance they may want to help preserve the environment of Antarctica
2 2 Tourists can help scientists with their experiments (collecting garbage for research)
3 Tourists donrsquot care aboutAntarctica
3
6 Which opinion do you agree with more-the scientists or the tourists Are there certain places in the world tourists shouldnrsquot be allowed to travel
(Adapted from Northstar Reading and Writing Intermediate 2nd ed Unit 6)
22
Reading 10 GAP Adventures
CORPORATE PROFILE GAP ADVENTURES
If you are tired of the one-week-in-the-Florida-sun vacation and want to do something exciting and off the beaten path then GAP Adventures is the perfect company to turn to They provide more than 600 different itineraries in more than 100 countries and have during the last yearsgiven more than 20 000 travelers the adventure of their lifetime This year approximately 15 million more people are expected to visit their web site some of them to change their lives forever
Their philosophy ldquoThe Freedom of Independent Travel with the Security of a Grouprdquo has been practiced since the start They respect their travelers as individuals and there is no requirement to be athletic to go on one of their trips The only thing needed is to have the spirit of adventure and the desire to experience a world totally different from what you areaccustomed to
Also the concept of responsible tourism is very important to GAP Adventures and they come and go and interact with the local populations leaving behind them only footprints Their commitment is to support local people and communities and to protect the environment they travel in To that end GAP Adventures developed Planeterra-the GAP Adventures Foundation that gives back to the people and communities their passengers visit on their trips
They hire people in different departments like Operations Product Sales and Marketing employing more than 300 staff worldwide Maybe the most obvious choice for you is the position as a GAP Tour Leader In this position you make peoplersquos holiday dreams come true and make sure all passengers have an enjoyable time
The local hostel where you spend the night is your home and your office is your backpack On your way to work you might have to hike the Inca Trail or canoe down the Amazon River This is the perfect job for you if you are passionate about different cultures travel and care about sustainable tourism
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 73)
GAP Adventures1 Match the following words from the reading on the left to words on the right that are closest in meaningAccustomed Spirit of adventureItineraries Philosophy Desire
uncommon placecourageresponsibleguiding beliefinterest
23
Off the beaten path Sustainable
familiar witha planned route
2 How is GAP different from other holiday tour operators3 What does ldquoleaving behind them only footprintsrdquo mean4 What is Planterra5 True or Falsea The GAP philosophy is ldquoThe Freedom of Independent Travel Without the Security of a Grouprdquob GAP Tour Leader is the perfect job for you if you like to be alone and sleep on the beach all dayc GAP Adventures has traveled with more than 20 000 travelersd Travelers must be athletic to travel with GAP
Reading 11 A Day in the Life of Richard Spacey
A DAY IN THE LIFE OF RICHARD SPACEYCruise Director Royal Caribbean International
Voyager of the Seas one of the largest and most innovative cruise ships ever built has a total guest capacity of 3700 with 1200 crew members Voyager of the Seas is a revolution in the cruising industry A floating city she features the worldrsquos first floating ice skating rink a rock climbing wall an inline skating track and the largest and most advanced theatre on the seas There is a four-story Royal Promenade shopping and entertainment area the entire length of the shop that acts as the main area for the ships activities and entertainment Cruise director Richard Spacey was very important in organizing the entertainment and activities program aboard with a support staff of 130 people What follows is an account of a day in the life of the cruise director of one of the largest cruise ships in the world
MONDAYmdashFIRST DAY AT SEA
730-830 am- Yesterday 3650 guests came aboard the ship in Miami and we headed for our first port of call Labadee our own private island on the coast of Hispaniola Before most of our guests arrive I plan and submit our daily activities schedule for the whole voyage to our hotel director Three couples were married in the wedding chapel yesterday and they are included in the 108 couples that have chosen to spend their honeymoon with us I have organized a special party later in the week to celebrate this happy occasion The youth activities manager reports that there are more than 600 children aboard ranging in age from 3 to 17 We offer a special deck and pool areaarcade for children in addition to our extensive youth facilities which include a teen dance hall
24
I oversee the cruise management team consisting of youth activities international guests shore excursions and business group functions including seminars group meetings presentations and cocktail parties
845-930am- Hotel directorrsquos meeting All of the division heads in the Hotel Department meet to discuss the daily operation of this floating hotel Todayrsquos agenda includes a monthly safety meeting Each division head presents his or her monthly report on safety and environmental protection Hospitality and the safety of our guests and crew are our top priorities
945-1030am- The start of my public duties I give a daily announcement and an explanation of all the activities and entertainment happening on the ship I start my morning walk around Time to start the first session of Jackpot BINGO for the week I walk by two acrobats performing for our guests on deck to entertain them They play different characters through the cruise and add quite a lot to the guest experience
The ice rink is busy with guests skating at our first All Skate session There are several sessions throughout the day The ice skating cast of performers are responsible for running the session as well as skating in our Ice Show
1100-1200noon-Time to change out of my day uniform into a business suit and put on stage makeup for the taping of our onboard talk show called ldquoVoyager Liverdquo I am one of the main sources for revenue making on board The television show is great on a small floating city 37 channels offer safety information music shopping tips CNBC CNN ESPN and free movies in several languages
Noon - Lunch with the staff in the Officers and Staff Dining Room
100-230pm -Change out of my business suit into shorts and a t-shirt to introduce the Belly Flop Competition at 130 at the pool Always a ldquobigrdquo event among our guests Quite a few laughs This is followed by cruise style horse racing We pick six people who move six wooden horses by a roll of the dice The betting is fierce as all of the guests cheer their favourite horses on Everyone loves the horse racing I am the track announcer for three horse races
I stop by the Sports Court to check out the action The sports court is full of families enjoying our Family Hour activities with the youth staff We offer a nine hole mini golf course golf driving simulator full court basketballvolleyball inline skating table tennis and a rock climbing wall that rises up 200 feet
300-830pm -First a POWER NAP The day will not end until about 1230am Being available all of the time is very exhausting The nap will help me stay up late
After I go back to the office to catch up on email and help organize the office It is also time to work on budgets and revenue predictions for next year
25
At dinner hour I got to the main deck to speak with the guests at the Welcome Aboard reception The captain gives his welcome speech and then we send them off to their dinner or the show at 830
At 830 I meet in the Champagne Bar with the hotel director before dinner Tonight we will entertain guests who are on their 50th cruise and also a company who is thinking of booking 700 guests on a future cruise with us
900-1230am -I introduce the entertainment for the night in our main theatre for the guests After dinner and dessert I introduce the same show for the second seating and watch the show for quality control After the show finishes I do a final walk around the lounges on the ship with my assistant We have live music playing everywhere and karaoke has just finished in one of the main lounges The dance hall is full because of singlesrsquo night tonight and there are a few couples enjoying music in the Jazz club
A long full day Time for bed because I have to be on the deck at 800 am to welcome our guests to our first destination Labadee
Discussion Questions
PART A (730-945am)1 What does Richard do before most of the guests arrive2 How many guests are on the Voyager of the Seas How many of those are children3 What departments does Richard Spacey oversee as Cruise Director4 What is the agenda at the Hotel Directorrsquos meeting
PART B (945-100pm)1 What kind of announcement does Richard make at 9452 Who does he meet performing on the deck and what are they doing3 What two activities has Richard organized to start during this time4 Why does Richard have to change into a business suit at 11
PART C (100-830pm)1 Why does Richard change out of his business suit and into a pair of shorts2 What two events are very popular among the cruise ship guests3 What services do they offer at the Sports Court
PART D (830pm-1230am)1 Why does Richard take a nap during the middle of his business day2 Who does Richard have dinner with at 830 Why are they special3 What events has Richard organized to occur at night for the guests
26
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 53-54)
Follow up ndash Watch Royal Caribbean movie Royal Reunion directed by James Brolin Find on youtube New Royal Caribbean Movie Royal Reunion -- The Short Film Directed by amp Starring James Brolin or on Royal Caribbean website wwwroyalcaribbeancom
Reading 12 Focus on Recreation Hospitality and Recreation Inextricably Intertwined
FOCUS ON RECREATION Hospitality and Recreation Inextricably Intertwined
By Bart Bartlett PhD Professor Penn State Universityrsquos School of Hospitality Management
Americans have more leisure time than ever before and as leisure time has grown leisure activities have evolved and grown as well As a result there are many opportunities for recreation and for careers in recreation management This includes positions in commercial recreation (resorts themed resorts the ski industry) in non commercial recreation (national parks) and in golf clubs and sports venues
In many situations recreation and hospitality go hand in hand When a ski trip combines recreation on the slopes with food and beverage services in the hotel or when a hotel guest uses the hotelrsquos business services and the spa recreation and hospitality are both involved When a convention centre hotel provides rooms food and beverage coordinates meetings and also organizes group activities during the conference hospitality and recreation begin to merge
Resorts and resort hotels are an example of the combination of hospitality and recreation A mega-resort such as Walt Disney World Resort provides a clear example of this point On a Disney vacation a family may enjoy lodging and food and beverage services provided by hotel staff and management trained in hospitality go into the park itself to enjoy attractions and shows arranged and managed by a recreation specialist take a break to enjoy foodservice provided by a hospitality provider and at the end of the day enjoy dinner provided by the hospitality staff and entertainment or dancing arranged by a recreation professional
From this example alone it is clear that the commonalities in settings services and focus on guest satisfaction indicate that hospitality and recreation do indeed work together closely
VOCABULARY
27
Look at the words below With a partner try to think of the definitions of the words below by looking at the words in context from the readings Write down the definitions and compare with another set of partners
EVOLVEDOPPORTUNITIESCOMMERCIALVENUESGO HAND IN HANDCOORDINATESMERGEMEGACOMMONALITIES
Check your Understanding1 What are some areas where you can work in recreation management2 List 3 examples where hospitality and recreation ldquogo hand in handrdquo3 Think of some other places like Walt Disney World where hospitality and recreation work closely together Explain how the two work together
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 374)
Reading 13 Beverage Industry
Java Coffee House CASE STUDY
Michelle Wong is manager of the Java Coffee House at a busy location on Union Street in San Francisco USA Michelle says that there are several challenges in operating a busy coffeehouse such as training staff to handle unusual circumstances For example one guest consumed a cup of coffee and ate two-
thirds (23) of a piece of cake and then said he didnrsquot like the cake so didnrsquot want to pay for his order
Another problem is suppliers who quote good prices to get her business and then two weeks later raise the price of some of the items Michelle says that the young employees she has at the Java Coffee House are her greatest challenge of all According to Michelle there are four kinds of employeesmdashlazy good but not responsible those who steal and great ones who are no trouble
Discussion Questions
28
1 What are some suggestions for training staff to handle unusual circumstances like the one in the case study
2 How do you ensure that suppliers are delivering the product atthe price promised
3 What do you do with lazy employees
4 What do you do with irresponsible employees
5 How do you deal with employees who steal
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 340)
Reading 14 Corporate Profile Starwoods Hotels
Corporate Profile Starwood Hotels
Starwood is one of the worldrsquos largest hotel and leisure companies Its brand names include St Regis the Luxury Collection Sheraton Westin W and Four Points by Sheraton Through these brands Starwood is well represented in most major markets around the world
Operations are grouped into two business segments hotels and vacation ownership operations Revenues and earnings come primarily from hotel operations which include the operation of owned hotels management and other fees earned from hotels managed through contracts and the collection of franchise fees
Second Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80countries and is made up of 140 hotels
29
Next Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts There are 19 vacation ownership resorts in the United States and the Bahamas
Fourth Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition The luxury brands continue to find new customers while maintaining loyalty among the worldrsquos most active travelers The strength of the Starwood brand is proven by superior ratings received from hotel guests and industry magazines The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list
Fifth Starwood has sophisticated and diverse hotel properties throughout the world including the St Regis in New York City the Phoenician in Scottsdale Arizona the Hotel Gritti Palace in Venice Italy the St Regis in Beijing Chinarsquo and the Westin Palace in Madrid Spain These are among the leading hotels in the industry and they provide the highest quality and service
Finally Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises Starwood plans to meet these goals by taking advantageof its large customer base and reach in the industry to reduce costs The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals more challenging
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 566)
Match the sentence parts to make correct definitions1 Starwoodrsquos strong brand a comes primarily from hotels2 Revenue at Starwood b is proven by high ratings from guests and industry
magazines3 Luxury and upscale hotels c help to increase Starwoodrsquos global presence totaling 733
hotels4 Franchised hotels d continue to visit Starwood hotels because of the high
quality and service5 Loyal Travellers e represent the majority of Starwoodrsquos hotel properties
Look at the statements below Put lsquoMrsquo next to the statement that is the MAIN IDEA Put lsquoSrsquo next to the statement that is a SUPPORTING IDEA or DETAILParagraph 1a Starwood is one of the worldrsquos largest hotel and leisure companies _______b Operations are grouped into two business segments hotels and vacation ownership operations ______
Paragraph 2
30
a Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80 countries and is made up of 140 hotels ______b Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry ______
Paragraph 3a There are 19 vacation ownership resorts in the United States and the Bahamas _______b Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts ______
Paragraph 4a Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition _______b The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list ______
Paragraph 5a These are among the leading hotels in the industry and they provide the highest quality and service ______b Starwood has sophisticated and diverse hotel properties throughout the world _____
Paragraph 6a Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises ______b The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals morechallenging ______
Match each word from the reading with a definition Write the letter of the definition next to the word1 Brand a worldly cultured and refined2 Revenue b a part of the whole3 Segment c different in design and services4 Loyalty d a product or image created by a company5 Sophisticated e make good use of something for personal benefit6 Upscale f above average in quality of high rank7 Diverse g permission given by one company to another to sell its products
and services8 To take advantage of h income9 Franchise i expensive and wealthy sector of the market10 Superior j support and confidence in a person or company
31
Complete each sentence below using one of the words from above Be sure to use the correct form of the word Not all words will be used1 The company decided to hire Nicholas over all the other applicants because he had __________ skills and experience2 Companies reward customers for their __________3 John spoke with the manager at his local McDonalds to see how he could open up his own ____________4 Elena has travelled all over the world and she can speak 4 different languages She is so ______________
Reading 15 Hospitality is Offering a Cup of Kindness
FOCUS ON SERVICEHospitality is Offering a Cup of Kindness
William B Martin Cal TechmdashMonterey Bay
Customer service is the primary focus of hospitality It is what hospitality is all aboutmdashwhat we do If you are interested in a hospitality career it is important to understand and learn as much as possible about customer service and particularly how to be successful at it Your success will come from a complete understanding of hospitality
Letrsquos begin by exploring why we provide hospitality Why are hospitality businesses in business What is the primary purpose of a foodservice operation A lodging travel or tourism related business Is it just for money Many of you might answer lsquoyesrsquo to this question But as you will see hospitality is much more than just about money Money is important but it is not the primary purpose of hospitality
Our job is to enhance the lives of those people (guests customers passengers etc) to whom we are dedicated to serve Yes it is that simple Our job is to make the lives of others better in a small way or big way it makes no difference Whatever it is we are out to make peoplersquos lives on this planet a little bit better or maybe even a lot better This is our purpose It is where we find meaning We enhance their lives through service and begin by understanding what it is they need The problem is that all of our guests come with many needs Some we can meet some we canrsquot If you can work toward helping them satisfy these needs you can go a long way toward making their lives better through kindness Quality customer service demands that service providers understand what it is that you want Kindness after all comes through understanding Kindness is demonstrated by making everyone feel welcome
Quality customer service also requires that we make all our guests feel so comfortable that they donrsquot need to worry because they are in good hands Whether they deserve it or not they should be made to feel important Why Because we all have a need to feel important This is our job
32
We need to stay focused on the primary purposes of hospitality We need to understand the power of kindness and the importance of satisfying the basic needs of our guests Hospitality and customer service success are found in our ability to enhance the lives of others through how we treat themmdashwith a little cup of kindness
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 17)
FOCUS ON SERVICECHECK YOUR UNDERSTANDING
1 What is the main idea of this reading passage What detail does the author use to support this point
2 According to the article which of these statements would a successful hospitality employee agree withA I always focus on making money when I am workingB I enjoy making the guest feel comfortable and importantC Only the employees who speak with guests need to focus on customer service and kindness
3 Use the vocabulary from the crossword to complete the sentences below Be sure to use the correct form of the wordA Most English teachers try to think about the language___________ of their students when they design their lesson plansB Students who are ___________ to learning English study it every single day These students _________ their high grades and praise from the teacherC The ________ in Rm 118 has checked out He left the housekeepers a large tip for their excellent and fast __________D Irsquom never shopping at this grocery store again The ________ of their food is horribleE Oh no One of the ________________ for my wedding has cancelled
Reading 16 Hotel Guest
Checking Out a Guest CASE STUDY
33
A guest walked up to the front desk agent in an upscale hotel ready to check out As she would usually when checking out a guest the agent asked the guest what his room number was The guest was in a hurry and showed his anxiety by responding ldquoI stay in a hundred hotel rooms and you expect me to remember the room numberrdquo
The agent then asked for the guestrsquos name to which he responded ldquoMy name is Mr Johnsteinrdquo After asking him to repeat himself the agent began to look for the guestrsquos last name but the name was not listed in the computer Because the man had a heavy accent and the agent assumed that she had misunderstood him she politely asked the guest to spell his last name He answered ldquoWhat Are you an idiot The person who checked me into the hotel last night had no problem checking me inrdquo Again the agent looked on the computer to find the guest was not in the system
The guest becoming even more frustrated said ldquoI have a plane to catch and it is ridiculous that it has taken you this long to check me out I also need to fax these papers off but I need to have them photocopied first and the agent responded ldquoThere is a business center at the end of the counter that will fax and photocopy whatever you needrdquo The guest replied ldquoIf I wanted your opinion I would have asked you for it Havenrsquot you ever heard of customer service Isnrsquot this a five star hotel With your bad attitude you should be working in a three star hotel I canrsquot believe they let you work here at the front desk Havenrsquot you found my name yet
The agent who was beginning to get upset asked the guest again to spell out his full name The guest angrily replied ldquoHere are my papers I want faxed if you are capable of faxing themrdquo The agent reached to take the papers and the guest shouted ldquoDonrsquot grab them from my hand You have a bad attitude and if I had more time I would talk to someone about getting you removed from your position to a hotel where they donrsquot require such quality of customer servicerdquo
The agent was very upset but kept herself calm to prevent the guest from getting annoyedThe agent continued to provide service to the guest sending the faxes and making the photocopies he had requested Upon her return the agent again asked the guest to repeat his last name because he had failed to spell it out The guest replied by spelling out his name ldquoJ-o-h-n-s-t-o-n-erdquo The agent was finally able to find his name on the computer and checked him out while he continued to verbally attack her The agent finished by telling the guest to have a nice flight
Discussion Questions1 Should the front desk agent have called the manager over to finish the checkout Or should she deal with the rude customer herself2 Would you have handled the situation the same way If yes explain why If no what would you have done it differently
Prepare to share your ideas with the class
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 pg 159)
34
Reading 17 Trends in Visitor Attractions
Trends in Visitor Attractions
What changes have there been in the development of attractions over the years Think about the difference between attractions when your parents were your age and what they are like now
Take a look at the reading below and see if your predictions were correct
INSIDE TOURISM THE CHANGING FACE OF THE lsquoATTRACTIONS INDUSTRYrsquo
As the wishes and tastes of tourists and visitors change tourist attractions have to change as well In the last twenty or thirty years there have been some significant developmentsNatural attractions like sandy beaches and mountains cannot change very much but there have been developments in particular a concern to preserve the environment and to make any buildings fit into the natural context
Perhaps the greatest changes have been in man-made attractions like museums and historic sites which have been redesigned to make them more interesting and entertaining places to visit while still maintaining their role of teaching visitors about the past In many of them the aim is not just to display the past but to take visitors into the past in an interactive waySome have been converted into lsquoliving museumsrsquo where actors in costumes meet the public and play the roles of characters from the past In others history is made vivid and exciting through the use of realistic waxworks animatronic models sounds and even smells to conjure up a sense of the past
Traditional festivals by definition are unchanging but there has been a trend to increase the number of special events and festivals as cities realize that holding a music festival or an arts event is a good way of attracting tourists
Entertainment and leisure facilities are always having to reinvent themselves In the developed world the simple rectangular swimming pool for example is no longer enough-it has to be a water park with flumes chutes splash zones and wave machines
The tourist is always looking to discover new attractions (as if their happiness depends on it) and because of this the lsquoattractions industryrsquo has to keep on changing
Check your Understanding1 Why do tourist attractions have to change
35
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
Coconut Island
1 How would you describe the building in this picture
Modern Old Clean Dirty Pristine Run-down Simple Luxurious
Would you vacation at a location like this WhyWhy not If no what kind of accommodation would you prefer
2 Is this an example of formal (ex business letters and resumes) or informal (ex emails and magazines) writing List examples of why you think it is either formal or informal
3 What are some positive things the writer has to say about Seaview Resort and Coconut Island What are some negative things the writer has to say
My Time on Coconut Island I was told Coconut Island was developing fast I understood that this meant it was once a pristine island heading towards environmental destruction caused by uncontrolled tourist development Perhaps they meant it in a more positive light I wasnrsquot sure I went there to find outDriving down the east coast expressway you donrsquot see much The landscape is pretty flat most of the way with just a few trees and roadside shacks selling pineapples Oh and of course the usual construction workers widening and
12
improving the road However once you get to the end of the road and the ferry terminal you look across the sea and see a huge mountainous island rising up in front of you I felt excited and a little nervous
We crossed the water without any problems but left the ferry stuck behind trucks carrying construction materials ready to pour concrete all over this beautiful island Although we knew the sparkling white beach was just meters from the road we couldnrsquot see it for some time Not because of palm trees but because of all of the shops selling tourist merchandise and all the dust thrown up by the construction trucks Fortunately the tourist shops thinned out within 20 minutes and shortly afterwards we arrived at our destination Seaview Resort We werenrsquot disappointed We had been promised fine white sand and clear turquoise water and we got it Only problem was there was just a few feet of white sand and that was mostly covered in beach towels from other tourists who had got there before us Ah well not to worry We could explore up the beach for a quiet spot later We checked out the rooms and facilities and everything was just as you would expect from a mid-range hotel It also had quite a nice little restaurant right on the beach and therefore great for a cold beer and our first sunset It was perfect
The following morning after cold bacon and eggs for breakfast it seemed that the same people from yesterday were hogging the sun beds and beach space again so we decided to walk down the beach and explore a little further In actual fact I was pleasantly surprised I was expecting the whole beach to be lined with resorts packed side-by-side but actually on this beach there was still plenty of space for developers The closest buildings to us were a couple of beachside family-run cheap-and-cheerful restaurants with bamboo chairs and tables At 300 meters away they were also just too far away for most of the package tourists And this was generally where we spent most of our days An added bonus was that at the shack- White Sands to give it its official name (the name was on a piece of driftwood tacked to a nearby palm tree) the food was far far better than the resortrsquos Whereas the resort chef had removed any local flavour from the food the White Sands staff had managed to keep their food authentic
So most of our days were spent relaxing by the sea but one day we went for a cruise around the island While we were travelling we could see all of the development on Coconut Island There were plenty more resorts being built and the green forests of palm trees became bare hills of tourist development However on the cruise we had a chance to snorkel and swim After a couple of hours in the sun we returned home to rest
Before too long our trip on Coconut Island was over Overall I was pleasantly surprised Okay itrsquos getting developed but you can still find pristine and peaceful beaches by spending a little bit more effort to get there In general most of the development is on the beach and so the interior is still beautiful Itrsquoll take another few years yet to spoil it so my advice is to enjoy it while you can
13
Working with the other students in your group think of some ideas why development would be a positive thing for the island and why it would be a negative thing for the island
REASONS FOR DEVELOPMENT REASONS AGAINST DEVELOPMENT
Your turn Choose 6 of the bolded words and use them to describe a place that you have traveled to When you are finished share your work with your group___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
(Adapted from wwwonestopenglishcom)
14
Reading 6 Banff National Park - One
BANFF NATIONAL PARK
Match the following words with their closest synonym or synonym phrase (words with the same meaning)
Preserve Exhilarating Glaciers Mammals Heritage Rugged Turquoise Getaway Vast Marvel
VacationSlow moving iceGreen-Blue colourRoughValuedKeep the sameExcitingWarm blooded animalFeel wonder and aweLarge
What kinds of activities and services are provided at national parksCircle the services you think apply
Laundry Restaurants City Tours Swimming Business Meeting Rooms Skiing Accommodations Room Service Fishing Hiking Concerts Housekeeping
Banff National Park- Reading One
Banff National Park (established 1885 6641 sq km) is Canadarsquos first and most heavily visited national park Its eastern gate is located 111 km west of Calgary in the Rocky Mountains Originally set aside to preserve the hot springs for public use Banffrsquos blend of towering peaks and flower-strewn meadows makes it among Canadarsquos most exhilarating holiday areas
The largest cave system in Canada extends for 23km below the Columbia ice fields The glaciers still clinging to upper mountain slopes have helped shape the parkrsquos landscape creating numerous lakes waterfalls and broad U-shaped valleys Forests of pine spruce and alpine fir soften the sides of the mountains and are home to many large mammals including moose elk black bear and the grizzly bear-the parkrsquos most formidable resident Bighorn sheep mule deer and other wildlife can often be seen alongside park roads In contrast the small population of cougar and wolf are rarely seen
Campgrounds resorts alpine and cross-country skiing and 1100km of hiking trails are found outside the Banff town site Over 45 million visitors come to the park each year
(Adapted from httpwwwthecanadianencyclopediacomindexcfmPgNm=TCEampParams=A1ARTA0000494)
15
Comprehension Questions1 Why was Banff National Park created2 What have the glaciers created in Banff National Park3 How many kinds of trees are there in the park What are their names4 What large mammals will you regularly see in the park
Banff National Park- Reading Two
Adventure is calling you to Banff Lake Louise and Banff National Park As a UNESCO World Heritage Site Banff offers rugged beauty unspoiled landscapes and pristine mountain ranges Experience an unrivaled alpine escape at ldquoThe Worldrsquos Finest National Parkrdquo You can also drink in naturersquos wonder at Lake Louise ndash one of the Canadian Rockiesrsquo most beloved destinations with turquoise waters sparkling underneath the towering Victoria Glacier
During your getaway you are sure to love our comfortable accommodations cool restaurants and stores fun activities colorful festivals and unique sights Big impressive mountains metres of dry light powder snow - that is skiing and snowboarding in Banff National Park Banff Lake Louise skiing offers vast terrain with hundreds of kilometres of marked trails from beginner to expert
Banff summer adventures bring you face to face with nature Marvel at majestic wild animals inspiring wild spaces jagged mountain peaks and thickly forested alpine valleys Enjoy abundant Banff Lake Louise summer activities Explore scenic driving routes Take a casual stroll through wildflowers in an alpine meadow or test your extreme limits climbing to the roof of the Rocky Mountains Backpack across rock ridges formed by undersea oceans over 45 million years ago Tee off at a five-star golf course Throw a fish hook in the water walk on a glacier or canoe on Lake Louisersquos turquoise water Finally you could also take a guided trip outside the park for whitewater rafting and ATV fun
(Adapted from httpwwwbanfflakelouisecom)
Comprehension Questions1 What is one of the Rockiersquos most beloved destinations2 What kinds of activities does this reading say you can do at Banff in the summer3 What do you think sounds more interesting-the winter or summer activities Why
Discussion Questions1 What is the difference between reading one and reading two about Banff National Park2 Which one makes you want to visit Banff National Park more Why List some words
that make you interested in traveling there3 Where would we find a reading like reading one4 Where would we find a reading like reading two
16
List some facts and opinions from Reading One and Reading Two
Reading One Reading Two
Facts
Opinions
Reading 7 Cultural Tourism
Welcome to Rural Vietnam
Welcome to a corner of Asia where you willfind a lifestyle that goes back for centuriesFishing on the Mekong Delta farming in Central Vietnam or crafts in Bac Ninh Provincemdashwhatever your own interest we are sure you will find something to delight you in rural Vietnam
Vinh Long ProvinceLocated between the Tien and Hau rivers the fertile lands of Vinh Long nourish thousands of fruit orchards while the countless small islands provide ideal conditions for ecotourism and observing wildlife In addition you will be able to observe the centuriesmdashold activities of Southern Vietnam such as processing rice paper and traditional Vietnamese cooking Especially interesting in Vinh Long is the opportunity to stay overnight in local residentsrsquo homes There is a small but growing number of private homes that offer home stays At the moment they provide accommodation and entertainment for up to 150 tourists per night
Quang Nam ProvinceFor visitors who want to be really active in their holidays we recommend a visit to one of thevegetable farming villages near the town ofHoi An in the central province of Quang NamHere for a day you can toil shoulder to shoulder with a Vietnamese farmer Hosts and guestswork the land planting rice or collecting vegetables that they sell in the local marketsFor lunch you can get to eat colocynth (similar to a bitter apple) and tom huu which is atraditional dish made of vegetables
Bac Ninh ProvinceThe homeland of Quan Ho art has many traditional trade villages In Xuan Lai village you can find excellent bamboo products especially from black bamboo while Phu Lang is famous for its pottery Thousands of ancient pots have been found here and even today there are
17
about 300 families in the village doing pottery work
Tho Ha is famous for pottery but nowadays it has also started to produce wine Another village that is well known for traditional wines is Van on the bank of the Cau River The villagers here are happy to let visitors photograph their wine being made and to try it or to buy it but the brewing process itself is a secret
Finally Da Hoi is a must This 400 year old trade village is famous for its traditional silk cloth and women there still raise silkworms and weave fabulous fabrics that they sell
Check your Understanding1 What can you do in Quang Nam Province if you are feeling active2 What kind of cultural products can we find in traditional Vietnamese trade villages3 Where can up to 150 tourists per night stay in Vinh Long Province4 Which province would you want to visit most Why
Match the vocabulary word from the reading with its closest definition on the rightDelight WorkNourish Skilled workToil CaterpillarTrade Provide forSilkworms Please
Think about all of the places that you would like to experience culturally Where would you go What would you see and do Discuss your answers with a partnerReport your answers back to the class
(Adapted from Tourism 2 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2009 Pg 48-49)
Reading 8 Tourists in a Fragile Land
ECOTOURISM
VOCABULARY IN CONTEXTGuess what the underlined word means in each numbered sentenceCircle T or F for the statement that follows
1 The desert landscape is very flatT F ldquoLandscaperdquo means the way the land looks
2 We must preserve the rain forest because it is the home of many birds that cannot live anywhere else
T F It would be good to cut down the rain forest now so we can use the wood
18
3 The ozone hole may be dangerous to people who live on the earth It is a hole in the ozone layer
T F The ozone layer is made of gases that protect the earth from the bad effects of the sun
4 Some scientists believe that global warming will cause the ice of Antarctica to meltT F The earth will become too hot
5 That island is inhabited only by birdsT F All kinds of animals live there
6 The highest mountain in the world is Mount Everest I donrsquot know how some people can go there because it is such a harsh place
T F Itrsquos really comfortable
7 Next summer I am going to travel to a very remote part of Asia It will take a long time to get there but I want to go to a place where few visitors have gone
T F This is a place thatrsquos easy to get to from the big city
8 His wife said ldquoThink about the consequences if you lose your jobrdquoT F She might want her husband to think about not having any money to pay
the bills for the family
9 The coastal cities of a country are often popular vacation spots because people like to be near the ocean
T F These places are often in the centre of the country
10 The oceans of the world are vast places of waterT F The oceans are smaller than other places of water
11 The ice on the pond was so fragile that the children couldnrsquot ice skateT F The ice could break easily
Making Predictions Tourists in a Fragile LandYou are going to read an opinion essay about tourism in Antarctica The essay was written by a scientist who works there What do you think his opinion will be Choose one
a Tourists should not visit the Antarctica because they may cause problemsb Tourists should visit Antarctica because there is so much for them to learnc Tourists to Antarctica should pay a special tax to help scientists with their work there
19
Tourists in a Fragile Land
As a scientist working in Antarctica I spend most of my time in the laboratory studying ice I am trying to find out the age of Antarctic ice All we know for certain is that it is the oldest ice in the world The more we understand it the more we will understand the changing weather of the Earth Today I had to leave my work to greet a group of tourists who were taking a vacation in this continent of ice And although I can appreciate their desire to experience this beautiful landscape I feel Antarctica should be closed to tourists
Antarctica is a place of important scientific research and it must be kept only for this purpose Many scientists are using Antarctica to study the effects of the ozone hole that was discovered above Antarctica in 1984 They are also trying to understand global warming If the earthrsquos temperature continues to rise the health and safety of every living thing on the planet will be affected Also biologists and botanists study the animals and plants that live on the frozen land trying to understand how life can live in such a harsh environment
When tourists come here they can hurt the environment and interrupt our research Many scientists complain that tourists leave garbage on beaches and disturb the plants and animals In a place like Antarctica it can take 100 years for a plant to grow back after it was picked andtourists taking pictures of baby penguins from cruise ships caused an oil spill that killed many penguins and destroyed a 5 year research project
There is no government here and it is owned by no one Who will protect it Who is responsible for it The scientists are trying but the tour companies making money by sending tourists south are not If we donrsquot protect Antarctica now there may be serious consequences for everyone The ice here holds 70 of the worldrsquos fresh water If the ice melts it will cause devastating floods The ice also acts as a natural air conditioner for our planet Clearly Antarctica should remain a place for careful and controlled scientific research The only way to protect this fragile and important part of the planet is to stop tourists from travelling to Antarctica
Tourists in a Fragile Land1 Look at your prediction you chose about Tourists in a Fragile Land Was your prediction correct
2 Number the following main ideas in the order they appear in the reading
_______ Antarctica has no government_______ The entire world may be affected by problems in Antarctica_______ Many different scientists learn new things by studying Antarctica
20
3 Complete the following outline of the reading with details to support the pointsa Scientists learn new things in Antarctica because it is different from other places How is it different
i ______________ ice in the worldii Itrsquos plants and animals live in a very _____________ environment
b Problems in Antarctica may affect the worldi There is a large ________________ above Antarcticaii It has ____________ of the worldrsquos fresh wateriii The ice acts as a natural _________________ for the earth keeping it cool
4 The following statements are false Rewrite the false statements to make them truea The oil spill caused by a cruise ship killed many scientistsb The writer of the essay knows the age of Antarctic icec Biologists and Botanists study the scientists that live on Antarctica
Reading 9 Travel Journal A Tourists Experience
Travel Journal ndash A Touristrsquos ExperienceChile South America February 16The sunlight was shining so brightly as our plane flew over the snow covered Andes mountains which seem to go on forever
Island of Cape Horn February 16We spent the morning at a small church named Star of the Sea This is a quiet place where visitors are invited to remember all of the international sailors who died here They were all trying to sail around the southern part of South America and many of them lost their lives at sea
Drake Passage-aboard the tour ship Explorer February 19We were welcomed today by the captain and crew They gave us warm Antarctic jackets and introduced themselves to us Sea birds followed the ship closely sailing in the cold wind As we headed south we saw a pink ship in the distance Our captain explained that it was not a ship but an iceberg-the first one of our trip The more I saw the more I wanted to learn about this unique and beautiful place
Deception Island Antarctica February 21We landed on Bailey Head where thousands and thousands of penguins greeted us The crew gave us rules to follow to protect the environment We were told to bring all of the trash that we could find on the ice back to the boat because a scientist on the ship is studying how much garbage is created by tourists in Antarctica each year We were also told not to disturb or feed the penguins because it is harmful for them
21
Paradise Bay Antarctica February 25Today we reached the mainland of the continent Our guide helped us walk through snow to the peak of an iceberg 500 feet above the sea We heard the noisy sound of penguins and later we explored the mountains of ice in motorized rafts It was incredible I always thought ice was white but here in Antarctica it is blue because it absorbs all of the colours of the rainbow except blue All around us are mountains of ice that no one has ever explored It amazed me to think that no human has ever walked on these It is so beautiful We need to help protect this special environment When I get home it will be hard for me to explain what my trip was like but I will try
A Travel Journal
1 What kind of person do you think this tourist is2 Do you think she did anything that was dangerous to Antarctica Explain3 Which part of her trip did she enjoy the most Which part would you enjoy the most4 What did people do on this trip to protect Antarctica and keep it clean5 The chart below compares the views of the scientist with the views of the tourist Look back at Tourists in a Fragile Land and A Travel Journal and fill in the missing information
OPINIONS OF THE SCIENTIST OPINIONS OF THE TOURIST
1 The Antarctic environment must be preserved for research
1 As tourists learn about Antarctica and return home to tell their friends and family about its importance they may want to help preserve the environment of Antarctica
2 2 Tourists can help scientists with their experiments (collecting garbage for research)
3 Tourists donrsquot care aboutAntarctica
3
6 Which opinion do you agree with more-the scientists or the tourists Are there certain places in the world tourists shouldnrsquot be allowed to travel
(Adapted from Northstar Reading and Writing Intermediate 2nd ed Unit 6)
22
Reading 10 GAP Adventures
CORPORATE PROFILE GAP ADVENTURES
If you are tired of the one-week-in-the-Florida-sun vacation and want to do something exciting and off the beaten path then GAP Adventures is the perfect company to turn to They provide more than 600 different itineraries in more than 100 countries and have during the last yearsgiven more than 20 000 travelers the adventure of their lifetime This year approximately 15 million more people are expected to visit their web site some of them to change their lives forever
Their philosophy ldquoThe Freedom of Independent Travel with the Security of a Grouprdquo has been practiced since the start They respect their travelers as individuals and there is no requirement to be athletic to go on one of their trips The only thing needed is to have the spirit of adventure and the desire to experience a world totally different from what you areaccustomed to
Also the concept of responsible tourism is very important to GAP Adventures and they come and go and interact with the local populations leaving behind them only footprints Their commitment is to support local people and communities and to protect the environment they travel in To that end GAP Adventures developed Planeterra-the GAP Adventures Foundation that gives back to the people and communities their passengers visit on their trips
They hire people in different departments like Operations Product Sales and Marketing employing more than 300 staff worldwide Maybe the most obvious choice for you is the position as a GAP Tour Leader In this position you make peoplersquos holiday dreams come true and make sure all passengers have an enjoyable time
The local hostel where you spend the night is your home and your office is your backpack On your way to work you might have to hike the Inca Trail or canoe down the Amazon River This is the perfect job for you if you are passionate about different cultures travel and care about sustainable tourism
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 73)
GAP Adventures1 Match the following words from the reading on the left to words on the right that are closest in meaningAccustomed Spirit of adventureItineraries Philosophy Desire
uncommon placecourageresponsibleguiding beliefinterest
23
Off the beaten path Sustainable
familiar witha planned route
2 How is GAP different from other holiday tour operators3 What does ldquoleaving behind them only footprintsrdquo mean4 What is Planterra5 True or Falsea The GAP philosophy is ldquoThe Freedom of Independent Travel Without the Security of a Grouprdquob GAP Tour Leader is the perfect job for you if you like to be alone and sleep on the beach all dayc GAP Adventures has traveled with more than 20 000 travelersd Travelers must be athletic to travel with GAP
Reading 11 A Day in the Life of Richard Spacey
A DAY IN THE LIFE OF RICHARD SPACEYCruise Director Royal Caribbean International
Voyager of the Seas one of the largest and most innovative cruise ships ever built has a total guest capacity of 3700 with 1200 crew members Voyager of the Seas is a revolution in the cruising industry A floating city she features the worldrsquos first floating ice skating rink a rock climbing wall an inline skating track and the largest and most advanced theatre on the seas There is a four-story Royal Promenade shopping and entertainment area the entire length of the shop that acts as the main area for the ships activities and entertainment Cruise director Richard Spacey was very important in organizing the entertainment and activities program aboard with a support staff of 130 people What follows is an account of a day in the life of the cruise director of one of the largest cruise ships in the world
MONDAYmdashFIRST DAY AT SEA
730-830 am- Yesterday 3650 guests came aboard the ship in Miami and we headed for our first port of call Labadee our own private island on the coast of Hispaniola Before most of our guests arrive I plan and submit our daily activities schedule for the whole voyage to our hotel director Three couples were married in the wedding chapel yesterday and they are included in the 108 couples that have chosen to spend their honeymoon with us I have organized a special party later in the week to celebrate this happy occasion The youth activities manager reports that there are more than 600 children aboard ranging in age from 3 to 17 We offer a special deck and pool areaarcade for children in addition to our extensive youth facilities which include a teen dance hall
24
I oversee the cruise management team consisting of youth activities international guests shore excursions and business group functions including seminars group meetings presentations and cocktail parties
845-930am- Hotel directorrsquos meeting All of the division heads in the Hotel Department meet to discuss the daily operation of this floating hotel Todayrsquos agenda includes a monthly safety meeting Each division head presents his or her monthly report on safety and environmental protection Hospitality and the safety of our guests and crew are our top priorities
945-1030am- The start of my public duties I give a daily announcement and an explanation of all the activities and entertainment happening on the ship I start my morning walk around Time to start the first session of Jackpot BINGO for the week I walk by two acrobats performing for our guests on deck to entertain them They play different characters through the cruise and add quite a lot to the guest experience
The ice rink is busy with guests skating at our first All Skate session There are several sessions throughout the day The ice skating cast of performers are responsible for running the session as well as skating in our Ice Show
1100-1200noon-Time to change out of my day uniform into a business suit and put on stage makeup for the taping of our onboard talk show called ldquoVoyager Liverdquo I am one of the main sources for revenue making on board The television show is great on a small floating city 37 channels offer safety information music shopping tips CNBC CNN ESPN and free movies in several languages
Noon - Lunch with the staff in the Officers and Staff Dining Room
100-230pm -Change out of my business suit into shorts and a t-shirt to introduce the Belly Flop Competition at 130 at the pool Always a ldquobigrdquo event among our guests Quite a few laughs This is followed by cruise style horse racing We pick six people who move six wooden horses by a roll of the dice The betting is fierce as all of the guests cheer their favourite horses on Everyone loves the horse racing I am the track announcer for three horse races
I stop by the Sports Court to check out the action The sports court is full of families enjoying our Family Hour activities with the youth staff We offer a nine hole mini golf course golf driving simulator full court basketballvolleyball inline skating table tennis and a rock climbing wall that rises up 200 feet
300-830pm -First a POWER NAP The day will not end until about 1230am Being available all of the time is very exhausting The nap will help me stay up late
After I go back to the office to catch up on email and help organize the office It is also time to work on budgets and revenue predictions for next year
25
At dinner hour I got to the main deck to speak with the guests at the Welcome Aboard reception The captain gives his welcome speech and then we send them off to their dinner or the show at 830
At 830 I meet in the Champagne Bar with the hotel director before dinner Tonight we will entertain guests who are on their 50th cruise and also a company who is thinking of booking 700 guests on a future cruise with us
900-1230am -I introduce the entertainment for the night in our main theatre for the guests After dinner and dessert I introduce the same show for the second seating and watch the show for quality control After the show finishes I do a final walk around the lounges on the ship with my assistant We have live music playing everywhere and karaoke has just finished in one of the main lounges The dance hall is full because of singlesrsquo night tonight and there are a few couples enjoying music in the Jazz club
A long full day Time for bed because I have to be on the deck at 800 am to welcome our guests to our first destination Labadee
Discussion Questions
PART A (730-945am)1 What does Richard do before most of the guests arrive2 How many guests are on the Voyager of the Seas How many of those are children3 What departments does Richard Spacey oversee as Cruise Director4 What is the agenda at the Hotel Directorrsquos meeting
PART B (945-100pm)1 What kind of announcement does Richard make at 9452 Who does he meet performing on the deck and what are they doing3 What two activities has Richard organized to start during this time4 Why does Richard have to change into a business suit at 11
PART C (100-830pm)1 Why does Richard change out of his business suit and into a pair of shorts2 What two events are very popular among the cruise ship guests3 What services do they offer at the Sports Court
PART D (830pm-1230am)1 Why does Richard take a nap during the middle of his business day2 Who does Richard have dinner with at 830 Why are they special3 What events has Richard organized to occur at night for the guests
26
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 53-54)
Follow up ndash Watch Royal Caribbean movie Royal Reunion directed by James Brolin Find on youtube New Royal Caribbean Movie Royal Reunion -- The Short Film Directed by amp Starring James Brolin or on Royal Caribbean website wwwroyalcaribbeancom
Reading 12 Focus on Recreation Hospitality and Recreation Inextricably Intertwined
FOCUS ON RECREATION Hospitality and Recreation Inextricably Intertwined
By Bart Bartlett PhD Professor Penn State Universityrsquos School of Hospitality Management
Americans have more leisure time than ever before and as leisure time has grown leisure activities have evolved and grown as well As a result there are many opportunities for recreation and for careers in recreation management This includes positions in commercial recreation (resorts themed resorts the ski industry) in non commercial recreation (national parks) and in golf clubs and sports venues
In many situations recreation and hospitality go hand in hand When a ski trip combines recreation on the slopes with food and beverage services in the hotel or when a hotel guest uses the hotelrsquos business services and the spa recreation and hospitality are both involved When a convention centre hotel provides rooms food and beverage coordinates meetings and also organizes group activities during the conference hospitality and recreation begin to merge
Resorts and resort hotels are an example of the combination of hospitality and recreation A mega-resort such as Walt Disney World Resort provides a clear example of this point On a Disney vacation a family may enjoy lodging and food and beverage services provided by hotel staff and management trained in hospitality go into the park itself to enjoy attractions and shows arranged and managed by a recreation specialist take a break to enjoy foodservice provided by a hospitality provider and at the end of the day enjoy dinner provided by the hospitality staff and entertainment or dancing arranged by a recreation professional
From this example alone it is clear that the commonalities in settings services and focus on guest satisfaction indicate that hospitality and recreation do indeed work together closely
VOCABULARY
27
Look at the words below With a partner try to think of the definitions of the words below by looking at the words in context from the readings Write down the definitions and compare with another set of partners
EVOLVEDOPPORTUNITIESCOMMERCIALVENUESGO HAND IN HANDCOORDINATESMERGEMEGACOMMONALITIES
Check your Understanding1 What are some areas where you can work in recreation management2 List 3 examples where hospitality and recreation ldquogo hand in handrdquo3 Think of some other places like Walt Disney World where hospitality and recreation work closely together Explain how the two work together
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 374)
Reading 13 Beverage Industry
Java Coffee House CASE STUDY
Michelle Wong is manager of the Java Coffee House at a busy location on Union Street in San Francisco USA Michelle says that there are several challenges in operating a busy coffeehouse such as training staff to handle unusual circumstances For example one guest consumed a cup of coffee and ate two-
thirds (23) of a piece of cake and then said he didnrsquot like the cake so didnrsquot want to pay for his order
Another problem is suppliers who quote good prices to get her business and then two weeks later raise the price of some of the items Michelle says that the young employees she has at the Java Coffee House are her greatest challenge of all According to Michelle there are four kinds of employeesmdashlazy good but not responsible those who steal and great ones who are no trouble
Discussion Questions
28
1 What are some suggestions for training staff to handle unusual circumstances like the one in the case study
2 How do you ensure that suppliers are delivering the product atthe price promised
3 What do you do with lazy employees
4 What do you do with irresponsible employees
5 How do you deal with employees who steal
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 340)
Reading 14 Corporate Profile Starwoods Hotels
Corporate Profile Starwood Hotels
Starwood is one of the worldrsquos largest hotel and leisure companies Its brand names include St Regis the Luxury Collection Sheraton Westin W and Four Points by Sheraton Through these brands Starwood is well represented in most major markets around the world
Operations are grouped into two business segments hotels and vacation ownership operations Revenues and earnings come primarily from hotel operations which include the operation of owned hotels management and other fees earned from hotels managed through contracts and the collection of franchise fees
Second Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80countries and is made up of 140 hotels
29
Next Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts There are 19 vacation ownership resorts in the United States and the Bahamas
Fourth Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition The luxury brands continue to find new customers while maintaining loyalty among the worldrsquos most active travelers The strength of the Starwood brand is proven by superior ratings received from hotel guests and industry magazines The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list
Fifth Starwood has sophisticated and diverse hotel properties throughout the world including the St Regis in New York City the Phoenician in Scottsdale Arizona the Hotel Gritti Palace in Venice Italy the St Regis in Beijing Chinarsquo and the Westin Palace in Madrid Spain These are among the leading hotels in the industry and they provide the highest quality and service
Finally Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises Starwood plans to meet these goals by taking advantageof its large customer base and reach in the industry to reduce costs The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals more challenging
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 566)
Match the sentence parts to make correct definitions1 Starwoodrsquos strong brand a comes primarily from hotels2 Revenue at Starwood b is proven by high ratings from guests and industry
magazines3 Luxury and upscale hotels c help to increase Starwoodrsquos global presence totaling 733
hotels4 Franchised hotels d continue to visit Starwood hotels because of the high
quality and service5 Loyal Travellers e represent the majority of Starwoodrsquos hotel properties
Look at the statements below Put lsquoMrsquo next to the statement that is the MAIN IDEA Put lsquoSrsquo next to the statement that is a SUPPORTING IDEA or DETAILParagraph 1a Starwood is one of the worldrsquos largest hotel and leisure companies _______b Operations are grouped into two business segments hotels and vacation ownership operations ______
Paragraph 2
30
a Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80 countries and is made up of 140 hotels ______b Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry ______
Paragraph 3a There are 19 vacation ownership resorts in the United States and the Bahamas _______b Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts ______
Paragraph 4a Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition _______b The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list ______
Paragraph 5a These are among the leading hotels in the industry and they provide the highest quality and service ______b Starwood has sophisticated and diverse hotel properties throughout the world _____
Paragraph 6a Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises ______b The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals morechallenging ______
Match each word from the reading with a definition Write the letter of the definition next to the word1 Brand a worldly cultured and refined2 Revenue b a part of the whole3 Segment c different in design and services4 Loyalty d a product or image created by a company5 Sophisticated e make good use of something for personal benefit6 Upscale f above average in quality of high rank7 Diverse g permission given by one company to another to sell its products
and services8 To take advantage of h income9 Franchise i expensive and wealthy sector of the market10 Superior j support and confidence in a person or company
31
Complete each sentence below using one of the words from above Be sure to use the correct form of the word Not all words will be used1 The company decided to hire Nicholas over all the other applicants because he had __________ skills and experience2 Companies reward customers for their __________3 John spoke with the manager at his local McDonalds to see how he could open up his own ____________4 Elena has travelled all over the world and she can speak 4 different languages She is so ______________
Reading 15 Hospitality is Offering a Cup of Kindness
FOCUS ON SERVICEHospitality is Offering a Cup of Kindness
William B Martin Cal TechmdashMonterey Bay
Customer service is the primary focus of hospitality It is what hospitality is all aboutmdashwhat we do If you are interested in a hospitality career it is important to understand and learn as much as possible about customer service and particularly how to be successful at it Your success will come from a complete understanding of hospitality
Letrsquos begin by exploring why we provide hospitality Why are hospitality businesses in business What is the primary purpose of a foodservice operation A lodging travel or tourism related business Is it just for money Many of you might answer lsquoyesrsquo to this question But as you will see hospitality is much more than just about money Money is important but it is not the primary purpose of hospitality
Our job is to enhance the lives of those people (guests customers passengers etc) to whom we are dedicated to serve Yes it is that simple Our job is to make the lives of others better in a small way or big way it makes no difference Whatever it is we are out to make peoplersquos lives on this planet a little bit better or maybe even a lot better This is our purpose It is where we find meaning We enhance their lives through service and begin by understanding what it is they need The problem is that all of our guests come with many needs Some we can meet some we canrsquot If you can work toward helping them satisfy these needs you can go a long way toward making their lives better through kindness Quality customer service demands that service providers understand what it is that you want Kindness after all comes through understanding Kindness is demonstrated by making everyone feel welcome
Quality customer service also requires that we make all our guests feel so comfortable that they donrsquot need to worry because they are in good hands Whether they deserve it or not they should be made to feel important Why Because we all have a need to feel important This is our job
32
We need to stay focused on the primary purposes of hospitality We need to understand the power of kindness and the importance of satisfying the basic needs of our guests Hospitality and customer service success are found in our ability to enhance the lives of others through how we treat themmdashwith a little cup of kindness
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 17)
FOCUS ON SERVICECHECK YOUR UNDERSTANDING
1 What is the main idea of this reading passage What detail does the author use to support this point
2 According to the article which of these statements would a successful hospitality employee agree withA I always focus on making money when I am workingB I enjoy making the guest feel comfortable and importantC Only the employees who speak with guests need to focus on customer service and kindness
3 Use the vocabulary from the crossword to complete the sentences below Be sure to use the correct form of the wordA Most English teachers try to think about the language___________ of their students when they design their lesson plansB Students who are ___________ to learning English study it every single day These students _________ their high grades and praise from the teacherC The ________ in Rm 118 has checked out He left the housekeepers a large tip for their excellent and fast __________D Irsquom never shopping at this grocery store again The ________ of their food is horribleE Oh no One of the ________________ for my wedding has cancelled
Reading 16 Hotel Guest
Checking Out a Guest CASE STUDY
33
A guest walked up to the front desk agent in an upscale hotel ready to check out As she would usually when checking out a guest the agent asked the guest what his room number was The guest was in a hurry and showed his anxiety by responding ldquoI stay in a hundred hotel rooms and you expect me to remember the room numberrdquo
The agent then asked for the guestrsquos name to which he responded ldquoMy name is Mr Johnsteinrdquo After asking him to repeat himself the agent began to look for the guestrsquos last name but the name was not listed in the computer Because the man had a heavy accent and the agent assumed that she had misunderstood him she politely asked the guest to spell his last name He answered ldquoWhat Are you an idiot The person who checked me into the hotel last night had no problem checking me inrdquo Again the agent looked on the computer to find the guest was not in the system
The guest becoming even more frustrated said ldquoI have a plane to catch and it is ridiculous that it has taken you this long to check me out I also need to fax these papers off but I need to have them photocopied first and the agent responded ldquoThere is a business center at the end of the counter that will fax and photocopy whatever you needrdquo The guest replied ldquoIf I wanted your opinion I would have asked you for it Havenrsquot you ever heard of customer service Isnrsquot this a five star hotel With your bad attitude you should be working in a three star hotel I canrsquot believe they let you work here at the front desk Havenrsquot you found my name yet
The agent who was beginning to get upset asked the guest again to spell out his full name The guest angrily replied ldquoHere are my papers I want faxed if you are capable of faxing themrdquo The agent reached to take the papers and the guest shouted ldquoDonrsquot grab them from my hand You have a bad attitude and if I had more time I would talk to someone about getting you removed from your position to a hotel where they donrsquot require such quality of customer servicerdquo
The agent was very upset but kept herself calm to prevent the guest from getting annoyedThe agent continued to provide service to the guest sending the faxes and making the photocopies he had requested Upon her return the agent again asked the guest to repeat his last name because he had failed to spell it out The guest replied by spelling out his name ldquoJ-o-h-n-s-t-o-n-erdquo The agent was finally able to find his name on the computer and checked him out while he continued to verbally attack her The agent finished by telling the guest to have a nice flight
Discussion Questions1 Should the front desk agent have called the manager over to finish the checkout Or should she deal with the rude customer herself2 Would you have handled the situation the same way If yes explain why If no what would you have done it differently
Prepare to share your ideas with the class
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 pg 159)
34
Reading 17 Trends in Visitor Attractions
Trends in Visitor Attractions
What changes have there been in the development of attractions over the years Think about the difference between attractions when your parents were your age and what they are like now
Take a look at the reading below and see if your predictions were correct
INSIDE TOURISM THE CHANGING FACE OF THE lsquoATTRACTIONS INDUSTRYrsquo
As the wishes and tastes of tourists and visitors change tourist attractions have to change as well In the last twenty or thirty years there have been some significant developmentsNatural attractions like sandy beaches and mountains cannot change very much but there have been developments in particular a concern to preserve the environment and to make any buildings fit into the natural context
Perhaps the greatest changes have been in man-made attractions like museums and historic sites which have been redesigned to make them more interesting and entertaining places to visit while still maintaining their role of teaching visitors about the past In many of them the aim is not just to display the past but to take visitors into the past in an interactive waySome have been converted into lsquoliving museumsrsquo where actors in costumes meet the public and play the roles of characters from the past In others history is made vivid and exciting through the use of realistic waxworks animatronic models sounds and even smells to conjure up a sense of the past
Traditional festivals by definition are unchanging but there has been a trend to increase the number of special events and festivals as cities realize that holding a music festival or an arts event is a good way of attracting tourists
Entertainment and leisure facilities are always having to reinvent themselves In the developed world the simple rectangular swimming pool for example is no longer enough-it has to be a water park with flumes chutes splash zones and wave machines
The tourist is always looking to discover new attractions (as if their happiness depends on it) and because of this the lsquoattractions industryrsquo has to keep on changing
Check your Understanding1 Why do tourist attractions have to change
35
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
improving the road However once you get to the end of the road and the ferry terminal you look across the sea and see a huge mountainous island rising up in front of you I felt excited and a little nervous
We crossed the water without any problems but left the ferry stuck behind trucks carrying construction materials ready to pour concrete all over this beautiful island Although we knew the sparkling white beach was just meters from the road we couldnrsquot see it for some time Not because of palm trees but because of all of the shops selling tourist merchandise and all the dust thrown up by the construction trucks Fortunately the tourist shops thinned out within 20 minutes and shortly afterwards we arrived at our destination Seaview Resort We werenrsquot disappointed We had been promised fine white sand and clear turquoise water and we got it Only problem was there was just a few feet of white sand and that was mostly covered in beach towels from other tourists who had got there before us Ah well not to worry We could explore up the beach for a quiet spot later We checked out the rooms and facilities and everything was just as you would expect from a mid-range hotel It also had quite a nice little restaurant right on the beach and therefore great for a cold beer and our first sunset It was perfect
The following morning after cold bacon and eggs for breakfast it seemed that the same people from yesterday were hogging the sun beds and beach space again so we decided to walk down the beach and explore a little further In actual fact I was pleasantly surprised I was expecting the whole beach to be lined with resorts packed side-by-side but actually on this beach there was still plenty of space for developers The closest buildings to us were a couple of beachside family-run cheap-and-cheerful restaurants with bamboo chairs and tables At 300 meters away they were also just too far away for most of the package tourists And this was generally where we spent most of our days An added bonus was that at the shack- White Sands to give it its official name (the name was on a piece of driftwood tacked to a nearby palm tree) the food was far far better than the resortrsquos Whereas the resort chef had removed any local flavour from the food the White Sands staff had managed to keep their food authentic
So most of our days were spent relaxing by the sea but one day we went for a cruise around the island While we were travelling we could see all of the development on Coconut Island There were plenty more resorts being built and the green forests of palm trees became bare hills of tourist development However on the cruise we had a chance to snorkel and swim After a couple of hours in the sun we returned home to rest
Before too long our trip on Coconut Island was over Overall I was pleasantly surprised Okay itrsquos getting developed but you can still find pristine and peaceful beaches by spending a little bit more effort to get there In general most of the development is on the beach and so the interior is still beautiful Itrsquoll take another few years yet to spoil it so my advice is to enjoy it while you can
13
Working with the other students in your group think of some ideas why development would be a positive thing for the island and why it would be a negative thing for the island
REASONS FOR DEVELOPMENT REASONS AGAINST DEVELOPMENT
Your turn Choose 6 of the bolded words and use them to describe a place that you have traveled to When you are finished share your work with your group___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
(Adapted from wwwonestopenglishcom)
14
Reading 6 Banff National Park - One
BANFF NATIONAL PARK
Match the following words with their closest synonym or synonym phrase (words with the same meaning)
Preserve Exhilarating Glaciers Mammals Heritage Rugged Turquoise Getaway Vast Marvel
VacationSlow moving iceGreen-Blue colourRoughValuedKeep the sameExcitingWarm blooded animalFeel wonder and aweLarge
What kinds of activities and services are provided at national parksCircle the services you think apply
Laundry Restaurants City Tours Swimming Business Meeting Rooms Skiing Accommodations Room Service Fishing Hiking Concerts Housekeeping
Banff National Park- Reading One
Banff National Park (established 1885 6641 sq km) is Canadarsquos first and most heavily visited national park Its eastern gate is located 111 km west of Calgary in the Rocky Mountains Originally set aside to preserve the hot springs for public use Banffrsquos blend of towering peaks and flower-strewn meadows makes it among Canadarsquos most exhilarating holiday areas
The largest cave system in Canada extends for 23km below the Columbia ice fields The glaciers still clinging to upper mountain slopes have helped shape the parkrsquos landscape creating numerous lakes waterfalls and broad U-shaped valleys Forests of pine spruce and alpine fir soften the sides of the mountains and are home to many large mammals including moose elk black bear and the grizzly bear-the parkrsquos most formidable resident Bighorn sheep mule deer and other wildlife can often be seen alongside park roads In contrast the small population of cougar and wolf are rarely seen
Campgrounds resorts alpine and cross-country skiing and 1100km of hiking trails are found outside the Banff town site Over 45 million visitors come to the park each year
(Adapted from httpwwwthecanadianencyclopediacomindexcfmPgNm=TCEampParams=A1ARTA0000494)
15
Comprehension Questions1 Why was Banff National Park created2 What have the glaciers created in Banff National Park3 How many kinds of trees are there in the park What are their names4 What large mammals will you regularly see in the park
Banff National Park- Reading Two
Adventure is calling you to Banff Lake Louise and Banff National Park As a UNESCO World Heritage Site Banff offers rugged beauty unspoiled landscapes and pristine mountain ranges Experience an unrivaled alpine escape at ldquoThe Worldrsquos Finest National Parkrdquo You can also drink in naturersquos wonder at Lake Louise ndash one of the Canadian Rockiesrsquo most beloved destinations with turquoise waters sparkling underneath the towering Victoria Glacier
During your getaway you are sure to love our comfortable accommodations cool restaurants and stores fun activities colorful festivals and unique sights Big impressive mountains metres of dry light powder snow - that is skiing and snowboarding in Banff National Park Banff Lake Louise skiing offers vast terrain with hundreds of kilometres of marked trails from beginner to expert
Banff summer adventures bring you face to face with nature Marvel at majestic wild animals inspiring wild spaces jagged mountain peaks and thickly forested alpine valleys Enjoy abundant Banff Lake Louise summer activities Explore scenic driving routes Take a casual stroll through wildflowers in an alpine meadow or test your extreme limits climbing to the roof of the Rocky Mountains Backpack across rock ridges formed by undersea oceans over 45 million years ago Tee off at a five-star golf course Throw a fish hook in the water walk on a glacier or canoe on Lake Louisersquos turquoise water Finally you could also take a guided trip outside the park for whitewater rafting and ATV fun
(Adapted from httpwwwbanfflakelouisecom)
Comprehension Questions1 What is one of the Rockiersquos most beloved destinations2 What kinds of activities does this reading say you can do at Banff in the summer3 What do you think sounds more interesting-the winter or summer activities Why
Discussion Questions1 What is the difference between reading one and reading two about Banff National Park2 Which one makes you want to visit Banff National Park more Why List some words
that make you interested in traveling there3 Where would we find a reading like reading one4 Where would we find a reading like reading two
16
List some facts and opinions from Reading One and Reading Two
Reading One Reading Two
Facts
Opinions
Reading 7 Cultural Tourism
Welcome to Rural Vietnam
Welcome to a corner of Asia where you willfind a lifestyle that goes back for centuriesFishing on the Mekong Delta farming in Central Vietnam or crafts in Bac Ninh Provincemdashwhatever your own interest we are sure you will find something to delight you in rural Vietnam
Vinh Long ProvinceLocated between the Tien and Hau rivers the fertile lands of Vinh Long nourish thousands of fruit orchards while the countless small islands provide ideal conditions for ecotourism and observing wildlife In addition you will be able to observe the centuriesmdashold activities of Southern Vietnam such as processing rice paper and traditional Vietnamese cooking Especially interesting in Vinh Long is the opportunity to stay overnight in local residentsrsquo homes There is a small but growing number of private homes that offer home stays At the moment they provide accommodation and entertainment for up to 150 tourists per night
Quang Nam ProvinceFor visitors who want to be really active in their holidays we recommend a visit to one of thevegetable farming villages near the town ofHoi An in the central province of Quang NamHere for a day you can toil shoulder to shoulder with a Vietnamese farmer Hosts and guestswork the land planting rice or collecting vegetables that they sell in the local marketsFor lunch you can get to eat colocynth (similar to a bitter apple) and tom huu which is atraditional dish made of vegetables
Bac Ninh ProvinceThe homeland of Quan Ho art has many traditional trade villages In Xuan Lai village you can find excellent bamboo products especially from black bamboo while Phu Lang is famous for its pottery Thousands of ancient pots have been found here and even today there are
17
about 300 families in the village doing pottery work
Tho Ha is famous for pottery but nowadays it has also started to produce wine Another village that is well known for traditional wines is Van on the bank of the Cau River The villagers here are happy to let visitors photograph their wine being made and to try it or to buy it but the brewing process itself is a secret
Finally Da Hoi is a must This 400 year old trade village is famous for its traditional silk cloth and women there still raise silkworms and weave fabulous fabrics that they sell
Check your Understanding1 What can you do in Quang Nam Province if you are feeling active2 What kind of cultural products can we find in traditional Vietnamese trade villages3 Where can up to 150 tourists per night stay in Vinh Long Province4 Which province would you want to visit most Why
Match the vocabulary word from the reading with its closest definition on the rightDelight WorkNourish Skilled workToil CaterpillarTrade Provide forSilkworms Please
Think about all of the places that you would like to experience culturally Where would you go What would you see and do Discuss your answers with a partnerReport your answers back to the class
(Adapted from Tourism 2 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2009 Pg 48-49)
Reading 8 Tourists in a Fragile Land
ECOTOURISM
VOCABULARY IN CONTEXTGuess what the underlined word means in each numbered sentenceCircle T or F for the statement that follows
1 The desert landscape is very flatT F ldquoLandscaperdquo means the way the land looks
2 We must preserve the rain forest because it is the home of many birds that cannot live anywhere else
T F It would be good to cut down the rain forest now so we can use the wood
18
3 The ozone hole may be dangerous to people who live on the earth It is a hole in the ozone layer
T F The ozone layer is made of gases that protect the earth from the bad effects of the sun
4 Some scientists believe that global warming will cause the ice of Antarctica to meltT F The earth will become too hot
5 That island is inhabited only by birdsT F All kinds of animals live there
6 The highest mountain in the world is Mount Everest I donrsquot know how some people can go there because it is such a harsh place
T F Itrsquos really comfortable
7 Next summer I am going to travel to a very remote part of Asia It will take a long time to get there but I want to go to a place where few visitors have gone
T F This is a place thatrsquos easy to get to from the big city
8 His wife said ldquoThink about the consequences if you lose your jobrdquoT F She might want her husband to think about not having any money to pay
the bills for the family
9 The coastal cities of a country are often popular vacation spots because people like to be near the ocean
T F These places are often in the centre of the country
10 The oceans of the world are vast places of waterT F The oceans are smaller than other places of water
11 The ice on the pond was so fragile that the children couldnrsquot ice skateT F The ice could break easily
Making Predictions Tourists in a Fragile LandYou are going to read an opinion essay about tourism in Antarctica The essay was written by a scientist who works there What do you think his opinion will be Choose one
a Tourists should not visit the Antarctica because they may cause problemsb Tourists should visit Antarctica because there is so much for them to learnc Tourists to Antarctica should pay a special tax to help scientists with their work there
19
Tourists in a Fragile Land
As a scientist working in Antarctica I spend most of my time in the laboratory studying ice I am trying to find out the age of Antarctic ice All we know for certain is that it is the oldest ice in the world The more we understand it the more we will understand the changing weather of the Earth Today I had to leave my work to greet a group of tourists who were taking a vacation in this continent of ice And although I can appreciate their desire to experience this beautiful landscape I feel Antarctica should be closed to tourists
Antarctica is a place of important scientific research and it must be kept only for this purpose Many scientists are using Antarctica to study the effects of the ozone hole that was discovered above Antarctica in 1984 They are also trying to understand global warming If the earthrsquos temperature continues to rise the health and safety of every living thing on the planet will be affected Also biologists and botanists study the animals and plants that live on the frozen land trying to understand how life can live in such a harsh environment
When tourists come here they can hurt the environment and interrupt our research Many scientists complain that tourists leave garbage on beaches and disturb the plants and animals In a place like Antarctica it can take 100 years for a plant to grow back after it was picked andtourists taking pictures of baby penguins from cruise ships caused an oil spill that killed many penguins and destroyed a 5 year research project
There is no government here and it is owned by no one Who will protect it Who is responsible for it The scientists are trying but the tour companies making money by sending tourists south are not If we donrsquot protect Antarctica now there may be serious consequences for everyone The ice here holds 70 of the worldrsquos fresh water If the ice melts it will cause devastating floods The ice also acts as a natural air conditioner for our planet Clearly Antarctica should remain a place for careful and controlled scientific research The only way to protect this fragile and important part of the planet is to stop tourists from travelling to Antarctica
Tourists in a Fragile Land1 Look at your prediction you chose about Tourists in a Fragile Land Was your prediction correct
2 Number the following main ideas in the order they appear in the reading
_______ Antarctica has no government_______ The entire world may be affected by problems in Antarctica_______ Many different scientists learn new things by studying Antarctica
20
3 Complete the following outline of the reading with details to support the pointsa Scientists learn new things in Antarctica because it is different from other places How is it different
i ______________ ice in the worldii Itrsquos plants and animals live in a very _____________ environment
b Problems in Antarctica may affect the worldi There is a large ________________ above Antarcticaii It has ____________ of the worldrsquos fresh wateriii The ice acts as a natural _________________ for the earth keeping it cool
4 The following statements are false Rewrite the false statements to make them truea The oil spill caused by a cruise ship killed many scientistsb The writer of the essay knows the age of Antarctic icec Biologists and Botanists study the scientists that live on Antarctica
Reading 9 Travel Journal A Tourists Experience
Travel Journal ndash A Touristrsquos ExperienceChile South America February 16The sunlight was shining so brightly as our plane flew over the snow covered Andes mountains which seem to go on forever
Island of Cape Horn February 16We spent the morning at a small church named Star of the Sea This is a quiet place where visitors are invited to remember all of the international sailors who died here They were all trying to sail around the southern part of South America and many of them lost their lives at sea
Drake Passage-aboard the tour ship Explorer February 19We were welcomed today by the captain and crew They gave us warm Antarctic jackets and introduced themselves to us Sea birds followed the ship closely sailing in the cold wind As we headed south we saw a pink ship in the distance Our captain explained that it was not a ship but an iceberg-the first one of our trip The more I saw the more I wanted to learn about this unique and beautiful place
Deception Island Antarctica February 21We landed on Bailey Head where thousands and thousands of penguins greeted us The crew gave us rules to follow to protect the environment We were told to bring all of the trash that we could find on the ice back to the boat because a scientist on the ship is studying how much garbage is created by tourists in Antarctica each year We were also told not to disturb or feed the penguins because it is harmful for them
21
Paradise Bay Antarctica February 25Today we reached the mainland of the continent Our guide helped us walk through snow to the peak of an iceberg 500 feet above the sea We heard the noisy sound of penguins and later we explored the mountains of ice in motorized rafts It was incredible I always thought ice was white but here in Antarctica it is blue because it absorbs all of the colours of the rainbow except blue All around us are mountains of ice that no one has ever explored It amazed me to think that no human has ever walked on these It is so beautiful We need to help protect this special environment When I get home it will be hard for me to explain what my trip was like but I will try
A Travel Journal
1 What kind of person do you think this tourist is2 Do you think she did anything that was dangerous to Antarctica Explain3 Which part of her trip did she enjoy the most Which part would you enjoy the most4 What did people do on this trip to protect Antarctica and keep it clean5 The chart below compares the views of the scientist with the views of the tourist Look back at Tourists in a Fragile Land and A Travel Journal and fill in the missing information
OPINIONS OF THE SCIENTIST OPINIONS OF THE TOURIST
1 The Antarctic environment must be preserved for research
1 As tourists learn about Antarctica and return home to tell their friends and family about its importance they may want to help preserve the environment of Antarctica
2 2 Tourists can help scientists with their experiments (collecting garbage for research)
3 Tourists donrsquot care aboutAntarctica
3
6 Which opinion do you agree with more-the scientists or the tourists Are there certain places in the world tourists shouldnrsquot be allowed to travel
(Adapted from Northstar Reading and Writing Intermediate 2nd ed Unit 6)
22
Reading 10 GAP Adventures
CORPORATE PROFILE GAP ADVENTURES
If you are tired of the one-week-in-the-Florida-sun vacation and want to do something exciting and off the beaten path then GAP Adventures is the perfect company to turn to They provide more than 600 different itineraries in more than 100 countries and have during the last yearsgiven more than 20 000 travelers the adventure of their lifetime This year approximately 15 million more people are expected to visit their web site some of them to change their lives forever
Their philosophy ldquoThe Freedom of Independent Travel with the Security of a Grouprdquo has been practiced since the start They respect their travelers as individuals and there is no requirement to be athletic to go on one of their trips The only thing needed is to have the spirit of adventure and the desire to experience a world totally different from what you areaccustomed to
Also the concept of responsible tourism is very important to GAP Adventures and they come and go and interact with the local populations leaving behind them only footprints Their commitment is to support local people and communities and to protect the environment they travel in To that end GAP Adventures developed Planeterra-the GAP Adventures Foundation that gives back to the people and communities their passengers visit on their trips
They hire people in different departments like Operations Product Sales and Marketing employing more than 300 staff worldwide Maybe the most obvious choice for you is the position as a GAP Tour Leader In this position you make peoplersquos holiday dreams come true and make sure all passengers have an enjoyable time
The local hostel where you spend the night is your home and your office is your backpack On your way to work you might have to hike the Inca Trail or canoe down the Amazon River This is the perfect job for you if you are passionate about different cultures travel and care about sustainable tourism
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 73)
GAP Adventures1 Match the following words from the reading on the left to words on the right that are closest in meaningAccustomed Spirit of adventureItineraries Philosophy Desire
uncommon placecourageresponsibleguiding beliefinterest
23
Off the beaten path Sustainable
familiar witha planned route
2 How is GAP different from other holiday tour operators3 What does ldquoleaving behind them only footprintsrdquo mean4 What is Planterra5 True or Falsea The GAP philosophy is ldquoThe Freedom of Independent Travel Without the Security of a Grouprdquob GAP Tour Leader is the perfect job for you if you like to be alone and sleep on the beach all dayc GAP Adventures has traveled with more than 20 000 travelersd Travelers must be athletic to travel with GAP
Reading 11 A Day in the Life of Richard Spacey
A DAY IN THE LIFE OF RICHARD SPACEYCruise Director Royal Caribbean International
Voyager of the Seas one of the largest and most innovative cruise ships ever built has a total guest capacity of 3700 with 1200 crew members Voyager of the Seas is a revolution in the cruising industry A floating city she features the worldrsquos first floating ice skating rink a rock climbing wall an inline skating track and the largest and most advanced theatre on the seas There is a four-story Royal Promenade shopping and entertainment area the entire length of the shop that acts as the main area for the ships activities and entertainment Cruise director Richard Spacey was very important in organizing the entertainment and activities program aboard with a support staff of 130 people What follows is an account of a day in the life of the cruise director of one of the largest cruise ships in the world
MONDAYmdashFIRST DAY AT SEA
730-830 am- Yesterday 3650 guests came aboard the ship in Miami and we headed for our first port of call Labadee our own private island on the coast of Hispaniola Before most of our guests arrive I plan and submit our daily activities schedule for the whole voyage to our hotel director Three couples were married in the wedding chapel yesterday and they are included in the 108 couples that have chosen to spend their honeymoon with us I have organized a special party later in the week to celebrate this happy occasion The youth activities manager reports that there are more than 600 children aboard ranging in age from 3 to 17 We offer a special deck and pool areaarcade for children in addition to our extensive youth facilities which include a teen dance hall
24
I oversee the cruise management team consisting of youth activities international guests shore excursions and business group functions including seminars group meetings presentations and cocktail parties
845-930am- Hotel directorrsquos meeting All of the division heads in the Hotel Department meet to discuss the daily operation of this floating hotel Todayrsquos agenda includes a monthly safety meeting Each division head presents his or her monthly report on safety and environmental protection Hospitality and the safety of our guests and crew are our top priorities
945-1030am- The start of my public duties I give a daily announcement and an explanation of all the activities and entertainment happening on the ship I start my morning walk around Time to start the first session of Jackpot BINGO for the week I walk by two acrobats performing for our guests on deck to entertain them They play different characters through the cruise and add quite a lot to the guest experience
The ice rink is busy with guests skating at our first All Skate session There are several sessions throughout the day The ice skating cast of performers are responsible for running the session as well as skating in our Ice Show
1100-1200noon-Time to change out of my day uniform into a business suit and put on stage makeup for the taping of our onboard talk show called ldquoVoyager Liverdquo I am one of the main sources for revenue making on board The television show is great on a small floating city 37 channels offer safety information music shopping tips CNBC CNN ESPN and free movies in several languages
Noon - Lunch with the staff in the Officers and Staff Dining Room
100-230pm -Change out of my business suit into shorts and a t-shirt to introduce the Belly Flop Competition at 130 at the pool Always a ldquobigrdquo event among our guests Quite a few laughs This is followed by cruise style horse racing We pick six people who move six wooden horses by a roll of the dice The betting is fierce as all of the guests cheer their favourite horses on Everyone loves the horse racing I am the track announcer for three horse races
I stop by the Sports Court to check out the action The sports court is full of families enjoying our Family Hour activities with the youth staff We offer a nine hole mini golf course golf driving simulator full court basketballvolleyball inline skating table tennis and a rock climbing wall that rises up 200 feet
300-830pm -First a POWER NAP The day will not end until about 1230am Being available all of the time is very exhausting The nap will help me stay up late
After I go back to the office to catch up on email and help organize the office It is also time to work on budgets and revenue predictions for next year
25
At dinner hour I got to the main deck to speak with the guests at the Welcome Aboard reception The captain gives his welcome speech and then we send them off to their dinner or the show at 830
At 830 I meet in the Champagne Bar with the hotel director before dinner Tonight we will entertain guests who are on their 50th cruise and also a company who is thinking of booking 700 guests on a future cruise with us
900-1230am -I introduce the entertainment for the night in our main theatre for the guests After dinner and dessert I introduce the same show for the second seating and watch the show for quality control After the show finishes I do a final walk around the lounges on the ship with my assistant We have live music playing everywhere and karaoke has just finished in one of the main lounges The dance hall is full because of singlesrsquo night tonight and there are a few couples enjoying music in the Jazz club
A long full day Time for bed because I have to be on the deck at 800 am to welcome our guests to our first destination Labadee
Discussion Questions
PART A (730-945am)1 What does Richard do before most of the guests arrive2 How many guests are on the Voyager of the Seas How many of those are children3 What departments does Richard Spacey oversee as Cruise Director4 What is the agenda at the Hotel Directorrsquos meeting
PART B (945-100pm)1 What kind of announcement does Richard make at 9452 Who does he meet performing on the deck and what are they doing3 What two activities has Richard organized to start during this time4 Why does Richard have to change into a business suit at 11
PART C (100-830pm)1 Why does Richard change out of his business suit and into a pair of shorts2 What two events are very popular among the cruise ship guests3 What services do they offer at the Sports Court
PART D (830pm-1230am)1 Why does Richard take a nap during the middle of his business day2 Who does Richard have dinner with at 830 Why are they special3 What events has Richard organized to occur at night for the guests
26
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 53-54)
Follow up ndash Watch Royal Caribbean movie Royal Reunion directed by James Brolin Find on youtube New Royal Caribbean Movie Royal Reunion -- The Short Film Directed by amp Starring James Brolin or on Royal Caribbean website wwwroyalcaribbeancom
Reading 12 Focus on Recreation Hospitality and Recreation Inextricably Intertwined
FOCUS ON RECREATION Hospitality and Recreation Inextricably Intertwined
By Bart Bartlett PhD Professor Penn State Universityrsquos School of Hospitality Management
Americans have more leisure time than ever before and as leisure time has grown leisure activities have evolved and grown as well As a result there are many opportunities for recreation and for careers in recreation management This includes positions in commercial recreation (resorts themed resorts the ski industry) in non commercial recreation (national parks) and in golf clubs and sports venues
In many situations recreation and hospitality go hand in hand When a ski trip combines recreation on the slopes with food and beverage services in the hotel or when a hotel guest uses the hotelrsquos business services and the spa recreation and hospitality are both involved When a convention centre hotel provides rooms food and beverage coordinates meetings and also organizes group activities during the conference hospitality and recreation begin to merge
Resorts and resort hotels are an example of the combination of hospitality and recreation A mega-resort such as Walt Disney World Resort provides a clear example of this point On a Disney vacation a family may enjoy lodging and food and beverage services provided by hotel staff and management trained in hospitality go into the park itself to enjoy attractions and shows arranged and managed by a recreation specialist take a break to enjoy foodservice provided by a hospitality provider and at the end of the day enjoy dinner provided by the hospitality staff and entertainment or dancing arranged by a recreation professional
From this example alone it is clear that the commonalities in settings services and focus on guest satisfaction indicate that hospitality and recreation do indeed work together closely
VOCABULARY
27
Look at the words below With a partner try to think of the definitions of the words below by looking at the words in context from the readings Write down the definitions and compare with another set of partners
EVOLVEDOPPORTUNITIESCOMMERCIALVENUESGO HAND IN HANDCOORDINATESMERGEMEGACOMMONALITIES
Check your Understanding1 What are some areas where you can work in recreation management2 List 3 examples where hospitality and recreation ldquogo hand in handrdquo3 Think of some other places like Walt Disney World where hospitality and recreation work closely together Explain how the two work together
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 374)
Reading 13 Beverage Industry
Java Coffee House CASE STUDY
Michelle Wong is manager of the Java Coffee House at a busy location on Union Street in San Francisco USA Michelle says that there are several challenges in operating a busy coffeehouse such as training staff to handle unusual circumstances For example one guest consumed a cup of coffee and ate two-
thirds (23) of a piece of cake and then said he didnrsquot like the cake so didnrsquot want to pay for his order
Another problem is suppliers who quote good prices to get her business and then two weeks later raise the price of some of the items Michelle says that the young employees she has at the Java Coffee House are her greatest challenge of all According to Michelle there are four kinds of employeesmdashlazy good but not responsible those who steal and great ones who are no trouble
Discussion Questions
28
1 What are some suggestions for training staff to handle unusual circumstances like the one in the case study
2 How do you ensure that suppliers are delivering the product atthe price promised
3 What do you do with lazy employees
4 What do you do with irresponsible employees
5 How do you deal with employees who steal
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 340)
Reading 14 Corporate Profile Starwoods Hotels
Corporate Profile Starwood Hotels
Starwood is one of the worldrsquos largest hotel and leisure companies Its brand names include St Regis the Luxury Collection Sheraton Westin W and Four Points by Sheraton Through these brands Starwood is well represented in most major markets around the world
Operations are grouped into two business segments hotels and vacation ownership operations Revenues and earnings come primarily from hotel operations which include the operation of owned hotels management and other fees earned from hotels managed through contracts and the collection of franchise fees
Second Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80countries and is made up of 140 hotels
29
Next Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts There are 19 vacation ownership resorts in the United States and the Bahamas
Fourth Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition The luxury brands continue to find new customers while maintaining loyalty among the worldrsquos most active travelers The strength of the Starwood brand is proven by superior ratings received from hotel guests and industry magazines The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list
Fifth Starwood has sophisticated and diverse hotel properties throughout the world including the St Regis in New York City the Phoenician in Scottsdale Arizona the Hotel Gritti Palace in Venice Italy the St Regis in Beijing Chinarsquo and the Westin Palace in Madrid Spain These are among the leading hotels in the industry and they provide the highest quality and service
Finally Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises Starwood plans to meet these goals by taking advantageof its large customer base and reach in the industry to reduce costs The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals more challenging
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 566)
Match the sentence parts to make correct definitions1 Starwoodrsquos strong brand a comes primarily from hotels2 Revenue at Starwood b is proven by high ratings from guests and industry
magazines3 Luxury and upscale hotels c help to increase Starwoodrsquos global presence totaling 733
hotels4 Franchised hotels d continue to visit Starwood hotels because of the high
quality and service5 Loyal Travellers e represent the majority of Starwoodrsquos hotel properties
Look at the statements below Put lsquoMrsquo next to the statement that is the MAIN IDEA Put lsquoSrsquo next to the statement that is a SUPPORTING IDEA or DETAILParagraph 1a Starwood is one of the worldrsquos largest hotel and leisure companies _______b Operations are grouped into two business segments hotels and vacation ownership operations ______
Paragraph 2
30
a Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80 countries and is made up of 140 hotels ______b Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry ______
Paragraph 3a There are 19 vacation ownership resorts in the United States and the Bahamas _______b Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts ______
Paragraph 4a Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition _______b The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list ______
Paragraph 5a These are among the leading hotels in the industry and they provide the highest quality and service ______b Starwood has sophisticated and diverse hotel properties throughout the world _____
Paragraph 6a Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises ______b The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals morechallenging ______
Match each word from the reading with a definition Write the letter of the definition next to the word1 Brand a worldly cultured and refined2 Revenue b a part of the whole3 Segment c different in design and services4 Loyalty d a product or image created by a company5 Sophisticated e make good use of something for personal benefit6 Upscale f above average in quality of high rank7 Diverse g permission given by one company to another to sell its products
and services8 To take advantage of h income9 Franchise i expensive and wealthy sector of the market10 Superior j support and confidence in a person or company
31
Complete each sentence below using one of the words from above Be sure to use the correct form of the word Not all words will be used1 The company decided to hire Nicholas over all the other applicants because he had __________ skills and experience2 Companies reward customers for their __________3 John spoke with the manager at his local McDonalds to see how he could open up his own ____________4 Elena has travelled all over the world and she can speak 4 different languages She is so ______________
Reading 15 Hospitality is Offering a Cup of Kindness
FOCUS ON SERVICEHospitality is Offering a Cup of Kindness
William B Martin Cal TechmdashMonterey Bay
Customer service is the primary focus of hospitality It is what hospitality is all aboutmdashwhat we do If you are interested in a hospitality career it is important to understand and learn as much as possible about customer service and particularly how to be successful at it Your success will come from a complete understanding of hospitality
Letrsquos begin by exploring why we provide hospitality Why are hospitality businesses in business What is the primary purpose of a foodservice operation A lodging travel or tourism related business Is it just for money Many of you might answer lsquoyesrsquo to this question But as you will see hospitality is much more than just about money Money is important but it is not the primary purpose of hospitality
Our job is to enhance the lives of those people (guests customers passengers etc) to whom we are dedicated to serve Yes it is that simple Our job is to make the lives of others better in a small way or big way it makes no difference Whatever it is we are out to make peoplersquos lives on this planet a little bit better or maybe even a lot better This is our purpose It is where we find meaning We enhance their lives through service and begin by understanding what it is they need The problem is that all of our guests come with many needs Some we can meet some we canrsquot If you can work toward helping them satisfy these needs you can go a long way toward making their lives better through kindness Quality customer service demands that service providers understand what it is that you want Kindness after all comes through understanding Kindness is demonstrated by making everyone feel welcome
Quality customer service also requires that we make all our guests feel so comfortable that they donrsquot need to worry because they are in good hands Whether they deserve it or not they should be made to feel important Why Because we all have a need to feel important This is our job
32
We need to stay focused on the primary purposes of hospitality We need to understand the power of kindness and the importance of satisfying the basic needs of our guests Hospitality and customer service success are found in our ability to enhance the lives of others through how we treat themmdashwith a little cup of kindness
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 17)
FOCUS ON SERVICECHECK YOUR UNDERSTANDING
1 What is the main idea of this reading passage What detail does the author use to support this point
2 According to the article which of these statements would a successful hospitality employee agree withA I always focus on making money when I am workingB I enjoy making the guest feel comfortable and importantC Only the employees who speak with guests need to focus on customer service and kindness
3 Use the vocabulary from the crossword to complete the sentences below Be sure to use the correct form of the wordA Most English teachers try to think about the language___________ of their students when they design their lesson plansB Students who are ___________ to learning English study it every single day These students _________ their high grades and praise from the teacherC The ________ in Rm 118 has checked out He left the housekeepers a large tip for their excellent and fast __________D Irsquom never shopping at this grocery store again The ________ of their food is horribleE Oh no One of the ________________ for my wedding has cancelled
Reading 16 Hotel Guest
Checking Out a Guest CASE STUDY
33
A guest walked up to the front desk agent in an upscale hotel ready to check out As she would usually when checking out a guest the agent asked the guest what his room number was The guest was in a hurry and showed his anxiety by responding ldquoI stay in a hundred hotel rooms and you expect me to remember the room numberrdquo
The agent then asked for the guestrsquos name to which he responded ldquoMy name is Mr Johnsteinrdquo After asking him to repeat himself the agent began to look for the guestrsquos last name but the name was not listed in the computer Because the man had a heavy accent and the agent assumed that she had misunderstood him she politely asked the guest to spell his last name He answered ldquoWhat Are you an idiot The person who checked me into the hotel last night had no problem checking me inrdquo Again the agent looked on the computer to find the guest was not in the system
The guest becoming even more frustrated said ldquoI have a plane to catch and it is ridiculous that it has taken you this long to check me out I also need to fax these papers off but I need to have them photocopied first and the agent responded ldquoThere is a business center at the end of the counter that will fax and photocopy whatever you needrdquo The guest replied ldquoIf I wanted your opinion I would have asked you for it Havenrsquot you ever heard of customer service Isnrsquot this a five star hotel With your bad attitude you should be working in a three star hotel I canrsquot believe they let you work here at the front desk Havenrsquot you found my name yet
The agent who was beginning to get upset asked the guest again to spell out his full name The guest angrily replied ldquoHere are my papers I want faxed if you are capable of faxing themrdquo The agent reached to take the papers and the guest shouted ldquoDonrsquot grab them from my hand You have a bad attitude and if I had more time I would talk to someone about getting you removed from your position to a hotel where they donrsquot require such quality of customer servicerdquo
The agent was very upset but kept herself calm to prevent the guest from getting annoyedThe agent continued to provide service to the guest sending the faxes and making the photocopies he had requested Upon her return the agent again asked the guest to repeat his last name because he had failed to spell it out The guest replied by spelling out his name ldquoJ-o-h-n-s-t-o-n-erdquo The agent was finally able to find his name on the computer and checked him out while he continued to verbally attack her The agent finished by telling the guest to have a nice flight
Discussion Questions1 Should the front desk agent have called the manager over to finish the checkout Or should she deal with the rude customer herself2 Would you have handled the situation the same way If yes explain why If no what would you have done it differently
Prepare to share your ideas with the class
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 pg 159)
34
Reading 17 Trends in Visitor Attractions
Trends in Visitor Attractions
What changes have there been in the development of attractions over the years Think about the difference between attractions when your parents were your age and what they are like now
Take a look at the reading below and see if your predictions were correct
INSIDE TOURISM THE CHANGING FACE OF THE lsquoATTRACTIONS INDUSTRYrsquo
As the wishes and tastes of tourists and visitors change tourist attractions have to change as well In the last twenty or thirty years there have been some significant developmentsNatural attractions like sandy beaches and mountains cannot change very much but there have been developments in particular a concern to preserve the environment and to make any buildings fit into the natural context
Perhaps the greatest changes have been in man-made attractions like museums and historic sites which have been redesigned to make them more interesting and entertaining places to visit while still maintaining their role of teaching visitors about the past In many of them the aim is not just to display the past but to take visitors into the past in an interactive waySome have been converted into lsquoliving museumsrsquo where actors in costumes meet the public and play the roles of characters from the past In others history is made vivid and exciting through the use of realistic waxworks animatronic models sounds and even smells to conjure up a sense of the past
Traditional festivals by definition are unchanging but there has been a trend to increase the number of special events and festivals as cities realize that holding a music festival or an arts event is a good way of attracting tourists
Entertainment and leisure facilities are always having to reinvent themselves In the developed world the simple rectangular swimming pool for example is no longer enough-it has to be a water park with flumes chutes splash zones and wave machines
The tourist is always looking to discover new attractions (as if their happiness depends on it) and because of this the lsquoattractions industryrsquo has to keep on changing
Check your Understanding1 Why do tourist attractions have to change
35
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
Working with the other students in your group think of some ideas why development would be a positive thing for the island and why it would be a negative thing for the island
REASONS FOR DEVELOPMENT REASONS AGAINST DEVELOPMENT
Your turn Choose 6 of the bolded words and use them to describe a place that you have traveled to When you are finished share your work with your group___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
(Adapted from wwwonestopenglishcom)
14
Reading 6 Banff National Park - One
BANFF NATIONAL PARK
Match the following words with their closest synonym or synonym phrase (words with the same meaning)
Preserve Exhilarating Glaciers Mammals Heritage Rugged Turquoise Getaway Vast Marvel
VacationSlow moving iceGreen-Blue colourRoughValuedKeep the sameExcitingWarm blooded animalFeel wonder and aweLarge
What kinds of activities and services are provided at national parksCircle the services you think apply
Laundry Restaurants City Tours Swimming Business Meeting Rooms Skiing Accommodations Room Service Fishing Hiking Concerts Housekeeping
Banff National Park- Reading One
Banff National Park (established 1885 6641 sq km) is Canadarsquos first and most heavily visited national park Its eastern gate is located 111 km west of Calgary in the Rocky Mountains Originally set aside to preserve the hot springs for public use Banffrsquos blend of towering peaks and flower-strewn meadows makes it among Canadarsquos most exhilarating holiday areas
The largest cave system in Canada extends for 23km below the Columbia ice fields The glaciers still clinging to upper mountain slopes have helped shape the parkrsquos landscape creating numerous lakes waterfalls and broad U-shaped valleys Forests of pine spruce and alpine fir soften the sides of the mountains and are home to many large mammals including moose elk black bear and the grizzly bear-the parkrsquos most formidable resident Bighorn sheep mule deer and other wildlife can often be seen alongside park roads In contrast the small population of cougar and wolf are rarely seen
Campgrounds resorts alpine and cross-country skiing and 1100km of hiking trails are found outside the Banff town site Over 45 million visitors come to the park each year
(Adapted from httpwwwthecanadianencyclopediacomindexcfmPgNm=TCEampParams=A1ARTA0000494)
15
Comprehension Questions1 Why was Banff National Park created2 What have the glaciers created in Banff National Park3 How many kinds of trees are there in the park What are their names4 What large mammals will you regularly see in the park
Banff National Park- Reading Two
Adventure is calling you to Banff Lake Louise and Banff National Park As a UNESCO World Heritage Site Banff offers rugged beauty unspoiled landscapes and pristine mountain ranges Experience an unrivaled alpine escape at ldquoThe Worldrsquos Finest National Parkrdquo You can also drink in naturersquos wonder at Lake Louise ndash one of the Canadian Rockiesrsquo most beloved destinations with turquoise waters sparkling underneath the towering Victoria Glacier
During your getaway you are sure to love our comfortable accommodations cool restaurants and stores fun activities colorful festivals and unique sights Big impressive mountains metres of dry light powder snow - that is skiing and snowboarding in Banff National Park Banff Lake Louise skiing offers vast terrain with hundreds of kilometres of marked trails from beginner to expert
Banff summer adventures bring you face to face with nature Marvel at majestic wild animals inspiring wild spaces jagged mountain peaks and thickly forested alpine valleys Enjoy abundant Banff Lake Louise summer activities Explore scenic driving routes Take a casual stroll through wildflowers in an alpine meadow or test your extreme limits climbing to the roof of the Rocky Mountains Backpack across rock ridges formed by undersea oceans over 45 million years ago Tee off at a five-star golf course Throw a fish hook in the water walk on a glacier or canoe on Lake Louisersquos turquoise water Finally you could also take a guided trip outside the park for whitewater rafting and ATV fun
(Adapted from httpwwwbanfflakelouisecom)
Comprehension Questions1 What is one of the Rockiersquos most beloved destinations2 What kinds of activities does this reading say you can do at Banff in the summer3 What do you think sounds more interesting-the winter or summer activities Why
Discussion Questions1 What is the difference between reading one and reading two about Banff National Park2 Which one makes you want to visit Banff National Park more Why List some words
that make you interested in traveling there3 Where would we find a reading like reading one4 Where would we find a reading like reading two
16
List some facts and opinions from Reading One and Reading Two
Reading One Reading Two
Facts
Opinions
Reading 7 Cultural Tourism
Welcome to Rural Vietnam
Welcome to a corner of Asia where you willfind a lifestyle that goes back for centuriesFishing on the Mekong Delta farming in Central Vietnam or crafts in Bac Ninh Provincemdashwhatever your own interest we are sure you will find something to delight you in rural Vietnam
Vinh Long ProvinceLocated between the Tien and Hau rivers the fertile lands of Vinh Long nourish thousands of fruit orchards while the countless small islands provide ideal conditions for ecotourism and observing wildlife In addition you will be able to observe the centuriesmdashold activities of Southern Vietnam such as processing rice paper and traditional Vietnamese cooking Especially interesting in Vinh Long is the opportunity to stay overnight in local residentsrsquo homes There is a small but growing number of private homes that offer home stays At the moment they provide accommodation and entertainment for up to 150 tourists per night
Quang Nam ProvinceFor visitors who want to be really active in their holidays we recommend a visit to one of thevegetable farming villages near the town ofHoi An in the central province of Quang NamHere for a day you can toil shoulder to shoulder with a Vietnamese farmer Hosts and guestswork the land planting rice or collecting vegetables that they sell in the local marketsFor lunch you can get to eat colocynth (similar to a bitter apple) and tom huu which is atraditional dish made of vegetables
Bac Ninh ProvinceThe homeland of Quan Ho art has many traditional trade villages In Xuan Lai village you can find excellent bamboo products especially from black bamboo while Phu Lang is famous for its pottery Thousands of ancient pots have been found here and even today there are
17
about 300 families in the village doing pottery work
Tho Ha is famous for pottery but nowadays it has also started to produce wine Another village that is well known for traditional wines is Van on the bank of the Cau River The villagers here are happy to let visitors photograph their wine being made and to try it or to buy it but the brewing process itself is a secret
Finally Da Hoi is a must This 400 year old trade village is famous for its traditional silk cloth and women there still raise silkworms and weave fabulous fabrics that they sell
Check your Understanding1 What can you do in Quang Nam Province if you are feeling active2 What kind of cultural products can we find in traditional Vietnamese trade villages3 Where can up to 150 tourists per night stay in Vinh Long Province4 Which province would you want to visit most Why
Match the vocabulary word from the reading with its closest definition on the rightDelight WorkNourish Skilled workToil CaterpillarTrade Provide forSilkworms Please
Think about all of the places that you would like to experience culturally Where would you go What would you see and do Discuss your answers with a partnerReport your answers back to the class
(Adapted from Tourism 2 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2009 Pg 48-49)
Reading 8 Tourists in a Fragile Land
ECOTOURISM
VOCABULARY IN CONTEXTGuess what the underlined word means in each numbered sentenceCircle T or F for the statement that follows
1 The desert landscape is very flatT F ldquoLandscaperdquo means the way the land looks
2 We must preserve the rain forest because it is the home of many birds that cannot live anywhere else
T F It would be good to cut down the rain forest now so we can use the wood
18
3 The ozone hole may be dangerous to people who live on the earth It is a hole in the ozone layer
T F The ozone layer is made of gases that protect the earth from the bad effects of the sun
4 Some scientists believe that global warming will cause the ice of Antarctica to meltT F The earth will become too hot
5 That island is inhabited only by birdsT F All kinds of animals live there
6 The highest mountain in the world is Mount Everest I donrsquot know how some people can go there because it is such a harsh place
T F Itrsquos really comfortable
7 Next summer I am going to travel to a very remote part of Asia It will take a long time to get there but I want to go to a place where few visitors have gone
T F This is a place thatrsquos easy to get to from the big city
8 His wife said ldquoThink about the consequences if you lose your jobrdquoT F She might want her husband to think about not having any money to pay
the bills for the family
9 The coastal cities of a country are often popular vacation spots because people like to be near the ocean
T F These places are often in the centre of the country
10 The oceans of the world are vast places of waterT F The oceans are smaller than other places of water
11 The ice on the pond was so fragile that the children couldnrsquot ice skateT F The ice could break easily
Making Predictions Tourists in a Fragile LandYou are going to read an opinion essay about tourism in Antarctica The essay was written by a scientist who works there What do you think his opinion will be Choose one
a Tourists should not visit the Antarctica because they may cause problemsb Tourists should visit Antarctica because there is so much for them to learnc Tourists to Antarctica should pay a special tax to help scientists with their work there
19
Tourists in a Fragile Land
As a scientist working in Antarctica I spend most of my time in the laboratory studying ice I am trying to find out the age of Antarctic ice All we know for certain is that it is the oldest ice in the world The more we understand it the more we will understand the changing weather of the Earth Today I had to leave my work to greet a group of tourists who were taking a vacation in this continent of ice And although I can appreciate their desire to experience this beautiful landscape I feel Antarctica should be closed to tourists
Antarctica is a place of important scientific research and it must be kept only for this purpose Many scientists are using Antarctica to study the effects of the ozone hole that was discovered above Antarctica in 1984 They are also trying to understand global warming If the earthrsquos temperature continues to rise the health and safety of every living thing on the planet will be affected Also biologists and botanists study the animals and plants that live on the frozen land trying to understand how life can live in such a harsh environment
When tourists come here they can hurt the environment and interrupt our research Many scientists complain that tourists leave garbage on beaches and disturb the plants and animals In a place like Antarctica it can take 100 years for a plant to grow back after it was picked andtourists taking pictures of baby penguins from cruise ships caused an oil spill that killed many penguins and destroyed a 5 year research project
There is no government here and it is owned by no one Who will protect it Who is responsible for it The scientists are trying but the tour companies making money by sending tourists south are not If we donrsquot protect Antarctica now there may be serious consequences for everyone The ice here holds 70 of the worldrsquos fresh water If the ice melts it will cause devastating floods The ice also acts as a natural air conditioner for our planet Clearly Antarctica should remain a place for careful and controlled scientific research The only way to protect this fragile and important part of the planet is to stop tourists from travelling to Antarctica
Tourists in a Fragile Land1 Look at your prediction you chose about Tourists in a Fragile Land Was your prediction correct
2 Number the following main ideas in the order they appear in the reading
_______ Antarctica has no government_______ The entire world may be affected by problems in Antarctica_______ Many different scientists learn new things by studying Antarctica
20
3 Complete the following outline of the reading with details to support the pointsa Scientists learn new things in Antarctica because it is different from other places How is it different
i ______________ ice in the worldii Itrsquos plants and animals live in a very _____________ environment
b Problems in Antarctica may affect the worldi There is a large ________________ above Antarcticaii It has ____________ of the worldrsquos fresh wateriii The ice acts as a natural _________________ for the earth keeping it cool
4 The following statements are false Rewrite the false statements to make them truea The oil spill caused by a cruise ship killed many scientistsb The writer of the essay knows the age of Antarctic icec Biologists and Botanists study the scientists that live on Antarctica
Reading 9 Travel Journal A Tourists Experience
Travel Journal ndash A Touristrsquos ExperienceChile South America February 16The sunlight was shining so brightly as our plane flew over the snow covered Andes mountains which seem to go on forever
Island of Cape Horn February 16We spent the morning at a small church named Star of the Sea This is a quiet place where visitors are invited to remember all of the international sailors who died here They were all trying to sail around the southern part of South America and many of them lost their lives at sea
Drake Passage-aboard the tour ship Explorer February 19We were welcomed today by the captain and crew They gave us warm Antarctic jackets and introduced themselves to us Sea birds followed the ship closely sailing in the cold wind As we headed south we saw a pink ship in the distance Our captain explained that it was not a ship but an iceberg-the first one of our trip The more I saw the more I wanted to learn about this unique and beautiful place
Deception Island Antarctica February 21We landed on Bailey Head where thousands and thousands of penguins greeted us The crew gave us rules to follow to protect the environment We were told to bring all of the trash that we could find on the ice back to the boat because a scientist on the ship is studying how much garbage is created by tourists in Antarctica each year We were also told not to disturb or feed the penguins because it is harmful for them
21
Paradise Bay Antarctica February 25Today we reached the mainland of the continent Our guide helped us walk through snow to the peak of an iceberg 500 feet above the sea We heard the noisy sound of penguins and later we explored the mountains of ice in motorized rafts It was incredible I always thought ice was white but here in Antarctica it is blue because it absorbs all of the colours of the rainbow except blue All around us are mountains of ice that no one has ever explored It amazed me to think that no human has ever walked on these It is so beautiful We need to help protect this special environment When I get home it will be hard for me to explain what my trip was like but I will try
A Travel Journal
1 What kind of person do you think this tourist is2 Do you think she did anything that was dangerous to Antarctica Explain3 Which part of her trip did she enjoy the most Which part would you enjoy the most4 What did people do on this trip to protect Antarctica and keep it clean5 The chart below compares the views of the scientist with the views of the tourist Look back at Tourists in a Fragile Land and A Travel Journal and fill in the missing information
OPINIONS OF THE SCIENTIST OPINIONS OF THE TOURIST
1 The Antarctic environment must be preserved for research
1 As tourists learn about Antarctica and return home to tell their friends and family about its importance they may want to help preserve the environment of Antarctica
2 2 Tourists can help scientists with their experiments (collecting garbage for research)
3 Tourists donrsquot care aboutAntarctica
3
6 Which opinion do you agree with more-the scientists or the tourists Are there certain places in the world tourists shouldnrsquot be allowed to travel
(Adapted from Northstar Reading and Writing Intermediate 2nd ed Unit 6)
22
Reading 10 GAP Adventures
CORPORATE PROFILE GAP ADVENTURES
If you are tired of the one-week-in-the-Florida-sun vacation and want to do something exciting and off the beaten path then GAP Adventures is the perfect company to turn to They provide more than 600 different itineraries in more than 100 countries and have during the last yearsgiven more than 20 000 travelers the adventure of their lifetime This year approximately 15 million more people are expected to visit their web site some of them to change their lives forever
Their philosophy ldquoThe Freedom of Independent Travel with the Security of a Grouprdquo has been practiced since the start They respect their travelers as individuals and there is no requirement to be athletic to go on one of their trips The only thing needed is to have the spirit of adventure and the desire to experience a world totally different from what you areaccustomed to
Also the concept of responsible tourism is very important to GAP Adventures and they come and go and interact with the local populations leaving behind them only footprints Their commitment is to support local people and communities and to protect the environment they travel in To that end GAP Adventures developed Planeterra-the GAP Adventures Foundation that gives back to the people and communities their passengers visit on their trips
They hire people in different departments like Operations Product Sales and Marketing employing more than 300 staff worldwide Maybe the most obvious choice for you is the position as a GAP Tour Leader In this position you make peoplersquos holiday dreams come true and make sure all passengers have an enjoyable time
The local hostel where you spend the night is your home and your office is your backpack On your way to work you might have to hike the Inca Trail or canoe down the Amazon River This is the perfect job for you if you are passionate about different cultures travel and care about sustainable tourism
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 73)
GAP Adventures1 Match the following words from the reading on the left to words on the right that are closest in meaningAccustomed Spirit of adventureItineraries Philosophy Desire
uncommon placecourageresponsibleguiding beliefinterest
23
Off the beaten path Sustainable
familiar witha planned route
2 How is GAP different from other holiday tour operators3 What does ldquoleaving behind them only footprintsrdquo mean4 What is Planterra5 True or Falsea The GAP philosophy is ldquoThe Freedom of Independent Travel Without the Security of a Grouprdquob GAP Tour Leader is the perfect job for you if you like to be alone and sleep on the beach all dayc GAP Adventures has traveled with more than 20 000 travelersd Travelers must be athletic to travel with GAP
Reading 11 A Day in the Life of Richard Spacey
A DAY IN THE LIFE OF RICHARD SPACEYCruise Director Royal Caribbean International
Voyager of the Seas one of the largest and most innovative cruise ships ever built has a total guest capacity of 3700 with 1200 crew members Voyager of the Seas is a revolution in the cruising industry A floating city she features the worldrsquos first floating ice skating rink a rock climbing wall an inline skating track and the largest and most advanced theatre on the seas There is a four-story Royal Promenade shopping and entertainment area the entire length of the shop that acts as the main area for the ships activities and entertainment Cruise director Richard Spacey was very important in organizing the entertainment and activities program aboard with a support staff of 130 people What follows is an account of a day in the life of the cruise director of one of the largest cruise ships in the world
MONDAYmdashFIRST DAY AT SEA
730-830 am- Yesterday 3650 guests came aboard the ship in Miami and we headed for our first port of call Labadee our own private island on the coast of Hispaniola Before most of our guests arrive I plan and submit our daily activities schedule for the whole voyage to our hotel director Three couples were married in the wedding chapel yesterday and they are included in the 108 couples that have chosen to spend their honeymoon with us I have organized a special party later in the week to celebrate this happy occasion The youth activities manager reports that there are more than 600 children aboard ranging in age from 3 to 17 We offer a special deck and pool areaarcade for children in addition to our extensive youth facilities which include a teen dance hall
24
I oversee the cruise management team consisting of youth activities international guests shore excursions and business group functions including seminars group meetings presentations and cocktail parties
845-930am- Hotel directorrsquos meeting All of the division heads in the Hotel Department meet to discuss the daily operation of this floating hotel Todayrsquos agenda includes a monthly safety meeting Each division head presents his or her monthly report on safety and environmental protection Hospitality and the safety of our guests and crew are our top priorities
945-1030am- The start of my public duties I give a daily announcement and an explanation of all the activities and entertainment happening on the ship I start my morning walk around Time to start the first session of Jackpot BINGO for the week I walk by two acrobats performing for our guests on deck to entertain them They play different characters through the cruise and add quite a lot to the guest experience
The ice rink is busy with guests skating at our first All Skate session There are several sessions throughout the day The ice skating cast of performers are responsible for running the session as well as skating in our Ice Show
1100-1200noon-Time to change out of my day uniform into a business suit and put on stage makeup for the taping of our onboard talk show called ldquoVoyager Liverdquo I am one of the main sources for revenue making on board The television show is great on a small floating city 37 channels offer safety information music shopping tips CNBC CNN ESPN and free movies in several languages
Noon - Lunch with the staff in the Officers and Staff Dining Room
100-230pm -Change out of my business suit into shorts and a t-shirt to introduce the Belly Flop Competition at 130 at the pool Always a ldquobigrdquo event among our guests Quite a few laughs This is followed by cruise style horse racing We pick six people who move six wooden horses by a roll of the dice The betting is fierce as all of the guests cheer their favourite horses on Everyone loves the horse racing I am the track announcer for three horse races
I stop by the Sports Court to check out the action The sports court is full of families enjoying our Family Hour activities with the youth staff We offer a nine hole mini golf course golf driving simulator full court basketballvolleyball inline skating table tennis and a rock climbing wall that rises up 200 feet
300-830pm -First a POWER NAP The day will not end until about 1230am Being available all of the time is very exhausting The nap will help me stay up late
After I go back to the office to catch up on email and help organize the office It is also time to work on budgets and revenue predictions for next year
25
At dinner hour I got to the main deck to speak with the guests at the Welcome Aboard reception The captain gives his welcome speech and then we send them off to their dinner or the show at 830
At 830 I meet in the Champagne Bar with the hotel director before dinner Tonight we will entertain guests who are on their 50th cruise and also a company who is thinking of booking 700 guests on a future cruise with us
900-1230am -I introduce the entertainment for the night in our main theatre for the guests After dinner and dessert I introduce the same show for the second seating and watch the show for quality control After the show finishes I do a final walk around the lounges on the ship with my assistant We have live music playing everywhere and karaoke has just finished in one of the main lounges The dance hall is full because of singlesrsquo night tonight and there are a few couples enjoying music in the Jazz club
A long full day Time for bed because I have to be on the deck at 800 am to welcome our guests to our first destination Labadee
Discussion Questions
PART A (730-945am)1 What does Richard do before most of the guests arrive2 How many guests are on the Voyager of the Seas How many of those are children3 What departments does Richard Spacey oversee as Cruise Director4 What is the agenda at the Hotel Directorrsquos meeting
PART B (945-100pm)1 What kind of announcement does Richard make at 9452 Who does he meet performing on the deck and what are they doing3 What two activities has Richard organized to start during this time4 Why does Richard have to change into a business suit at 11
PART C (100-830pm)1 Why does Richard change out of his business suit and into a pair of shorts2 What two events are very popular among the cruise ship guests3 What services do they offer at the Sports Court
PART D (830pm-1230am)1 Why does Richard take a nap during the middle of his business day2 Who does Richard have dinner with at 830 Why are they special3 What events has Richard organized to occur at night for the guests
26
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 53-54)
Follow up ndash Watch Royal Caribbean movie Royal Reunion directed by James Brolin Find on youtube New Royal Caribbean Movie Royal Reunion -- The Short Film Directed by amp Starring James Brolin or on Royal Caribbean website wwwroyalcaribbeancom
Reading 12 Focus on Recreation Hospitality and Recreation Inextricably Intertwined
FOCUS ON RECREATION Hospitality and Recreation Inextricably Intertwined
By Bart Bartlett PhD Professor Penn State Universityrsquos School of Hospitality Management
Americans have more leisure time than ever before and as leisure time has grown leisure activities have evolved and grown as well As a result there are many opportunities for recreation and for careers in recreation management This includes positions in commercial recreation (resorts themed resorts the ski industry) in non commercial recreation (national parks) and in golf clubs and sports venues
In many situations recreation and hospitality go hand in hand When a ski trip combines recreation on the slopes with food and beverage services in the hotel or when a hotel guest uses the hotelrsquos business services and the spa recreation and hospitality are both involved When a convention centre hotel provides rooms food and beverage coordinates meetings and also organizes group activities during the conference hospitality and recreation begin to merge
Resorts and resort hotels are an example of the combination of hospitality and recreation A mega-resort such as Walt Disney World Resort provides a clear example of this point On a Disney vacation a family may enjoy lodging and food and beverage services provided by hotel staff and management trained in hospitality go into the park itself to enjoy attractions and shows arranged and managed by a recreation specialist take a break to enjoy foodservice provided by a hospitality provider and at the end of the day enjoy dinner provided by the hospitality staff and entertainment or dancing arranged by a recreation professional
From this example alone it is clear that the commonalities in settings services and focus on guest satisfaction indicate that hospitality and recreation do indeed work together closely
VOCABULARY
27
Look at the words below With a partner try to think of the definitions of the words below by looking at the words in context from the readings Write down the definitions and compare with another set of partners
EVOLVEDOPPORTUNITIESCOMMERCIALVENUESGO HAND IN HANDCOORDINATESMERGEMEGACOMMONALITIES
Check your Understanding1 What are some areas where you can work in recreation management2 List 3 examples where hospitality and recreation ldquogo hand in handrdquo3 Think of some other places like Walt Disney World where hospitality and recreation work closely together Explain how the two work together
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 374)
Reading 13 Beverage Industry
Java Coffee House CASE STUDY
Michelle Wong is manager of the Java Coffee House at a busy location on Union Street in San Francisco USA Michelle says that there are several challenges in operating a busy coffeehouse such as training staff to handle unusual circumstances For example one guest consumed a cup of coffee and ate two-
thirds (23) of a piece of cake and then said he didnrsquot like the cake so didnrsquot want to pay for his order
Another problem is suppliers who quote good prices to get her business and then two weeks later raise the price of some of the items Michelle says that the young employees she has at the Java Coffee House are her greatest challenge of all According to Michelle there are four kinds of employeesmdashlazy good but not responsible those who steal and great ones who are no trouble
Discussion Questions
28
1 What are some suggestions for training staff to handle unusual circumstances like the one in the case study
2 How do you ensure that suppliers are delivering the product atthe price promised
3 What do you do with lazy employees
4 What do you do with irresponsible employees
5 How do you deal with employees who steal
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 340)
Reading 14 Corporate Profile Starwoods Hotels
Corporate Profile Starwood Hotels
Starwood is one of the worldrsquos largest hotel and leisure companies Its brand names include St Regis the Luxury Collection Sheraton Westin W and Four Points by Sheraton Through these brands Starwood is well represented in most major markets around the world
Operations are grouped into two business segments hotels and vacation ownership operations Revenues and earnings come primarily from hotel operations which include the operation of owned hotels management and other fees earned from hotels managed through contracts and the collection of franchise fees
Second Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80countries and is made up of 140 hotels
29
Next Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts There are 19 vacation ownership resorts in the United States and the Bahamas
Fourth Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition The luxury brands continue to find new customers while maintaining loyalty among the worldrsquos most active travelers The strength of the Starwood brand is proven by superior ratings received from hotel guests and industry magazines The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list
Fifth Starwood has sophisticated and diverse hotel properties throughout the world including the St Regis in New York City the Phoenician in Scottsdale Arizona the Hotel Gritti Palace in Venice Italy the St Regis in Beijing Chinarsquo and the Westin Palace in Madrid Spain These are among the leading hotels in the industry and they provide the highest quality and service
Finally Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises Starwood plans to meet these goals by taking advantageof its large customer base and reach in the industry to reduce costs The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals more challenging
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 566)
Match the sentence parts to make correct definitions1 Starwoodrsquos strong brand a comes primarily from hotels2 Revenue at Starwood b is proven by high ratings from guests and industry
magazines3 Luxury and upscale hotels c help to increase Starwoodrsquos global presence totaling 733
hotels4 Franchised hotels d continue to visit Starwood hotels because of the high
quality and service5 Loyal Travellers e represent the majority of Starwoodrsquos hotel properties
Look at the statements below Put lsquoMrsquo next to the statement that is the MAIN IDEA Put lsquoSrsquo next to the statement that is a SUPPORTING IDEA or DETAILParagraph 1a Starwood is one of the worldrsquos largest hotel and leisure companies _______b Operations are grouped into two business segments hotels and vacation ownership operations ______
Paragraph 2
30
a Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80 countries and is made up of 140 hotels ______b Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry ______
Paragraph 3a There are 19 vacation ownership resorts in the United States and the Bahamas _______b Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts ______
Paragraph 4a Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition _______b The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list ______
Paragraph 5a These are among the leading hotels in the industry and they provide the highest quality and service ______b Starwood has sophisticated and diverse hotel properties throughout the world _____
Paragraph 6a Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises ______b The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals morechallenging ______
Match each word from the reading with a definition Write the letter of the definition next to the word1 Brand a worldly cultured and refined2 Revenue b a part of the whole3 Segment c different in design and services4 Loyalty d a product or image created by a company5 Sophisticated e make good use of something for personal benefit6 Upscale f above average in quality of high rank7 Diverse g permission given by one company to another to sell its products
and services8 To take advantage of h income9 Franchise i expensive and wealthy sector of the market10 Superior j support and confidence in a person or company
31
Complete each sentence below using one of the words from above Be sure to use the correct form of the word Not all words will be used1 The company decided to hire Nicholas over all the other applicants because he had __________ skills and experience2 Companies reward customers for their __________3 John spoke with the manager at his local McDonalds to see how he could open up his own ____________4 Elena has travelled all over the world and she can speak 4 different languages She is so ______________
Reading 15 Hospitality is Offering a Cup of Kindness
FOCUS ON SERVICEHospitality is Offering a Cup of Kindness
William B Martin Cal TechmdashMonterey Bay
Customer service is the primary focus of hospitality It is what hospitality is all aboutmdashwhat we do If you are interested in a hospitality career it is important to understand and learn as much as possible about customer service and particularly how to be successful at it Your success will come from a complete understanding of hospitality
Letrsquos begin by exploring why we provide hospitality Why are hospitality businesses in business What is the primary purpose of a foodservice operation A lodging travel or tourism related business Is it just for money Many of you might answer lsquoyesrsquo to this question But as you will see hospitality is much more than just about money Money is important but it is not the primary purpose of hospitality
Our job is to enhance the lives of those people (guests customers passengers etc) to whom we are dedicated to serve Yes it is that simple Our job is to make the lives of others better in a small way or big way it makes no difference Whatever it is we are out to make peoplersquos lives on this planet a little bit better or maybe even a lot better This is our purpose It is where we find meaning We enhance their lives through service and begin by understanding what it is they need The problem is that all of our guests come with many needs Some we can meet some we canrsquot If you can work toward helping them satisfy these needs you can go a long way toward making their lives better through kindness Quality customer service demands that service providers understand what it is that you want Kindness after all comes through understanding Kindness is demonstrated by making everyone feel welcome
Quality customer service also requires that we make all our guests feel so comfortable that they donrsquot need to worry because they are in good hands Whether they deserve it or not they should be made to feel important Why Because we all have a need to feel important This is our job
32
We need to stay focused on the primary purposes of hospitality We need to understand the power of kindness and the importance of satisfying the basic needs of our guests Hospitality and customer service success are found in our ability to enhance the lives of others through how we treat themmdashwith a little cup of kindness
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 17)
FOCUS ON SERVICECHECK YOUR UNDERSTANDING
1 What is the main idea of this reading passage What detail does the author use to support this point
2 According to the article which of these statements would a successful hospitality employee agree withA I always focus on making money when I am workingB I enjoy making the guest feel comfortable and importantC Only the employees who speak with guests need to focus on customer service and kindness
3 Use the vocabulary from the crossword to complete the sentences below Be sure to use the correct form of the wordA Most English teachers try to think about the language___________ of their students when they design their lesson plansB Students who are ___________ to learning English study it every single day These students _________ their high grades and praise from the teacherC The ________ in Rm 118 has checked out He left the housekeepers a large tip for their excellent and fast __________D Irsquom never shopping at this grocery store again The ________ of their food is horribleE Oh no One of the ________________ for my wedding has cancelled
Reading 16 Hotel Guest
Checking Out a Guest CASE STUDY
33
A guest walked up to the front desk agent in an upscale hotel ready to check out As she would usually when checking out a guest the agent asked the guest what his room number was The guest was in a hurry and showed his anxiety by responding ldquoI stay in a hundred hotel rooms and you expect me to remember the room numberrdquo
The agent then asked for the guestrsquos name to which he responded ldquoMy name is Mr Johnsteinrdquo After asking him to repeat himself the agent began to look for the guestrsquos last name but the name was not listed in the computer Because the man had a heavy accent and the agent assumed that she had misunderstood him she politely asked the guest to spell his last name He answered ldquoWhat Are you an idiot The person who checked me into the hotel last night had no problem checking me inrdquo Again the agent looked on the computer to find the guest was not in the system
The guest becoming even more frustrated said ldquoI have a plane to catch and it is ridiculous that it has taken you this long to check me out I also need to fax these papers off but I need to have them photocopied first and the agent responded ldquoThere is a business center at the end of the counter that will fax and photocopy whatever you needrdquo The guest replied ldquoIf I wanted your opinion I would have asked you for it Havenrsquot you ever heard of customer service Isnrsquot this a five star hotel With your bad attitude you should be working in a three star hotel I canrsquot believe they let you work here at the front desk Havenrsquot you found my name yet
The agent who was beginning to get upset asked the guest again to spell out his full name The guest angrily replied ldquoHere are my papers I want faxed if you are capable of faxing themrdquo The agent reached to take the papers and the guest shouted ldquoDonrsquot grab them from my hand You have a bad attitude and if I had more time I would talk to someone about getting you removed from your position to a hotel where they donrsquot require such quality of customer servicerdquo
The agent was very upset but kept herself calm to prevent the guest from getting annoyedThe agent continued to provide service to the guest sending the faxes and making the photocopies he had requested Upon her return the agent again asked the guest to repeat his last name because he had failed to spell it out The guest replied by spelling out his name ldquoJ-o-h-n-s-t-o-n-erdquo The agent was finally able to find his name on the computer and checked him out while he continued to verbally attack her The agent finished by telling the guest to have a nice flight
Discussion Questions1 Should the front desk agent have called the manager over to finish the checkout Or should she deal with the rude customer herself2 Would you have handled the situation the same way If yes explain why If no what would you have done it differently
Prepare to share your ideas with the class
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 pg 159)
34
Reading 17 Trends in Visitor Attractions
Trends in Visitor Attractions
What changes have there been in the development of attractions over the years Think about the difference between attractions when your parents were your age and what they are like now
Take a look at the reading below and see if your predictions were correct
INSIDE TOURISM THE CHANGING FACE OF THE lsquoATTRACTIONS INDUSTRYrsquo
As the wishes and tastes of tourists and visitors change tourist attractions have to change as well In the last twenty or thirty years there have been some significant developmentsNatural attractions like sandy beaches and mountains cannot change very much but there have been developments in particular a concern to preserve the environment and to make any buildings fit into the natural context
Perhaps the greatest changes have been in man-made attractions like museums and historic sites which have been redesigned to make them more interesting and entertaining places to visit while still maintaining their role of teaching visitors about the past In many of them the aim is not just to display the past but to take visitors into the past in an interactive waySome have been converted into lsquoliving museumsrsquo where actors in costumes meet the public and play the roles of characters from the past In others history is made vivid and exciting through the use of realistic waxworks animatronic models sounds and even smells to conjure up a sense of the past
Traditional festivals by definition are unchanging but there has been a trend to increase the number of special events and festivals as cities realize that holding a music festival or an arts event is a good way of attracting tourists
Entertainment and leisure facilities are always having to reinvent themselves In the developed world the simple rectangular swimming pool for example is no longer enough-it has to be a water park with flumes chutes splash zones and wave machines
The tourist is always looking to discover new attractions (as if their happiness depends on it) and because of this the lsquoattractions industryrsquo has to keep on changing
Check your Understanding1 Why do tourist attractions have to change
35
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
Reading 6 Banff National Park - One
BANFF NATIONAL PARK
Match the following words with their closest synonym or synonym phrase (words with the same meaning)
Preserve Exhilarating Glaciers Mammals Heritage Rugged Turquoise Getaway Vast Marvel
VacationSlow moving iceGreen-Blue colourRoughValuedKeep the sameExcitingWarm blooded animalFeel wonder and aweLarge
What kinds of activities and services are provided at national parksCircle the services you think apply
Laundry Restaurants City Tours Swimming Business Meeting Rooms Skiing Accommodations Room Service Fishing Hiking Concerts Housekeeping
Banff National Park- Reading One
Banff National Park (established 1885 6641 sq km) is Canadarsquos first and most heavily visited national park Its eastern gate is located 111 km west of Calgary in the Rocky Mountains Originally set aside to preserve the hot springs for public use Banffrsquos blend of towering peaks and flower-strewn meadows makes it among Canadarsquos most exhilarating holiday areas
The largest cave system in Canada extends for 23km below the Columbia ice fields The glaciers still clinging to upper mountain slopes have helped shape the parkrsquos landscape creating numerous lakes waterfalls and broad U-shaped valleys Forests of pine spruce and alpine fir soften the sides of the mountains and are home to many large mammals including moose elk black bear and the grizzly bear-the parkrsquos most formidable resident Bighorn sheep mule deer and other wildlife can often be seen alongside park roads In contrast the small population of cougar and wolf are rarely seen
Campgrounds resorts alpine and cross-country skiing and 1100km of hiking trails are found outside the Banff town site Over 45 million visitors come to the park each year
(Adapted from httpwwwthecanadianencyclopediacomindexcfmPgNm=TCEampParams=A1ARTA0000494)
15
Comprehension Questions1 Why was Banff National Park created2 What have the glaciers created in Banff National Park3 How many kinds of trees are there in the park What are their names4 What large mammals will you regularly see in the park
Banff National Park- Reading Two
Adventure is calling you to Banff Lake Louise and Banff National Park As a UNESCO World Heritage Site Banff offers rugged beauty unspoiled landscapes and pristine mountain ranges Experience an unrivaled alpine escape at ldquoThe Worldrsquos Finest National Parkrdquo You can also drink in naturersquos wonder at Lake Louise ndash one of the Canadian Rockiesrsquo most beloved destinations with turquoise waters sparkling underneath the towering Victoria Glacier
During your getaway you are sure to love our comfortable accommodations cool restaurants and stores fun activities colorful festivals and unique sights Big impressive mountains metres of dry light powder snow - that is skiing and snowboarding in Banff National Park Banff Lake Louise skiing offers vast terrain with hundreds of kilometres of marked trails from beginner to expert
Banff summer adventures bring you face to face with nature Marvel at majestic wild animals inspiring wild spaces jagged mountain peaks and thickly forested alpine valleys Enjoy abundant Banff Lake Louise summer activities Explore scenic driving routes Take a casual stroll through wildflowers in an alpine meadow or test your extreme limits climbing to the roof of the Rocky Mountains Backpack across rock ridges formed by undersea oceans over 45 million years ago Tee off at a five-star golf course Throw a fish hook in the water walk on a glacier or canoe on Lake Louisersquos turquoise water Finally you could also take a guided trip outside the park for whitewater rafting and ATV fun
(Adapted from httpwwwbanfflakelouisecom)
Comprehension Questions1 What is one of the Rockiersquos most beloved destinations2 What kinds of activities does this reading say you can do at Banff in the summer3 What do you think sounds more interesting-the winter or summer activities Why
Discussion Questions1 What is the difference between reading one and reading two about Banff National Park2 Which one makes you want to visit Banff National Park more Why List some words
that make you interested in traveling there3 Where would we find a reading like reading one4 Where would we find a reading like reading two
16
List some facts and opinions from Reading One and Reading Two
Reading One Reading Two
Facts
Opinions
Reading 7 Cultural Tourism
Welcome to Rural Vietnam
Welcome to a corner of Asia where you willfind a lifestyle that goes back for centuriesFishing on the Mekong Delta farming in Central Vietnam or crafts in Bac Ninh Provincemdashwhatever your own interest we are sure you will find something to delight you in rural Vietnam
Vinh Long ProvinceLocated between the Tien and Hau rivers the fertile lands of Vinh Long nourish thousands of fruit orchards while the countless small islands provide ideal conditions for ecotourism and observing wildlife In addition you will be able to observe the centuriesmdashold activities of Southern Vietnam such as processing rice paper and traditional Vietnamese cooking Especially interesting in Vinh Long is the opportunity to stay overnight in local residentsrsquo homes There is a small but growing number of private homes that offer home stays At the moment they provide accommodation and entertainment for up to 150 tourists per night
Quang Nam ProvinceFor visitors who want to be really active in their holidays we recommend a visit to one of thevegetable farming villages near the town ofHoi An in the central province of Quang NamHere for a day you can toil shoulder to shoulder with a Vietnamese farmer Hosts and guestswork the land planting rice or collecting vegetables that they sell in the local marketsFor lunch you can get to eat colocynth (similar to a bitter apple) and tom huu which is atraditional dish made of vegetables
Bac Ninh ProvinceThe homeland of Quan Ho art has many traditional trade villages In Xuan Lai village you can find excellent bamboo products especially from black bamboo while Phu Lang is famous for its pottery Thousands of ancient pots have been found here and even today there are
17
about 300 families in the village doing pottery work
Tho Ha is famous for pottery but nowadays it has also started to produce wine Another village that is well known for traditional wines is Van on the bank of the Cau River The villagers here are happy to let visitors photograph their wine being made and to try it or to buy it but the brewing process itself is a secret
Finally Da Hoi is a must This 400 year old trade village is famous for its traditional silk cloth and women there still raise silkworms and weave fabulous fabrics that they sell
Check your Understanding1 What can you do in Quang Nam Province if you are feeling active2 What kind of cultural products can we find in traditional Vietnamese trade villages3 Where can up to 150 tourists per night stay in Vinh Long Province4 Which province would you want to visit most Why
Match the vocabulary word from the reading with its closest definition on the rightDelight WorkNourish Skilled workToil CaterpillarTrade Provide forSilkworms Please
Think about all of the places that you would like to experience culturally Where would you go What would you see and do Discuss your answers with a partnerReport your answers back to the class
(Adapted from Tourism 2 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2009 Pg 48-49)
Reading 8 Tourists in a Fragile Land
ECOTOURISM
VOCABULARY IN CONTEXTGuess what the underlined word means in each numbered sentenceCircle T or F for the statement that follows
1 The desert landscape is very flatT F ldquoLandscaperdquo means the way the land looks
2 We must preserve the rain forest because it is the home of many birds that cannot live anywhere else
T F It would be good to cut down the rain forest now so we can use the wood
18
3 The ozone hole may be dangerous to people who live on the earth It is a hole in the ozone layer
T F The ozone layer is made of gases that protect the earth from the bad effects of the sun
4 Some scientists believe that global warming will cause the ice of Antarctica to meltT F The earth will become too hot
5 That island is inhabited only by birdsT F All kinds of animals live there
6 The highest mountain in the world is Mount Everest I donrsquot know how some people can go there because it is such a harsh place
T F Itrsquos really comfortable
7 Next summer I am going to travel to a very remote part of Asia It will take a long time to get there but I want to go to a place where few visitors have gone
T F This is a place thatrsquos easy to get to from the big city
8 His wife said ldquoThink about the consequences if you lose your jobrdquoT F She might want her husband to think about not having any money to pay
the bills for the family
9 The coastal cities of a country are often popular vacation spots because people like to be near the ocean
T F These places are often in the centre of the country
10 The oceans of the world are vast places of waterT F The oceans are smaller than other places of water
11 The ice on the pond was so fragile that the children couldnrsquot ice skateT F The ice could break easily
Making Predictions Tourists in a Fragile LandYou are going to read an opinion essay about tourism in Antarctica The essay was written by a scientist who works there What do you think his opinion will be Choose one
a Tourists should not visit the Antarctica because they may cause problemsb Tourists should visit Antarctica because there is so much for them to learnc Tourists to Antarctica should pay a special tax to help scientists with their work there
19
Tourists in a Fragile Land
As a scientist working in Antarctica I spend most of my time in the laboratory studying ice I am trying to find out the age of Antarctic ice All we know for certain is that it is the oldest ice in the world The more we understand it the more we will understand the changing weather of the Earth Today I had to leave my work to greet a group of tourists who were taking a vacation in this continent of ice And although I can appreciate their desire to experience this beautiful landscape I feel Antarctica should be closed to tourists
Antarctica is a place of important scientific research and it must be kept only for this purpose Many scientists are using Antarctica to study the effects of the ozone hole that was discovered above Antarctica in 1984 They are also trying to understand global warming If the earthrsquos temperature continues to rise the health and safety of every living thing on the planet will be affected Also biologists and botanists study the animals and plants that live on the frozen land trying to understand how life can live in such a harsh environment
When tourists come here they can hurt the environment and interrupt our research Many scientists complain that tourists leave garbage on beaches and disturb the plants and animals In a place like Antarctica it can take 100 years for a plant to grow back after it was picked andtourists taking pictures of baby penguins from cruise ships caused an oil spill that killed many penguins and destroyed a 5 year research project
There is no government here and it is owned by no one Who will protect it Who is responsible for it The scientists are trying but the tour companies making money by sending tourists south are not If we donrsquot protect Antarctica now there may be serious consequences for everyone The ice here holds 70 of the worldrsquos fresh water If the ice melts it will cause devastating floods The ice also acts as a natural air conditioner for our planet Clearly Antarctica should remain a place for careful and controlled scientific research The only way to protect this fragile and important part of the planet is to stop tourists from travelling to Antarctica
Tourists in a Fragile Land1 Look at your prediction you chose about Tourists in a Fragile Land Was your prediction correct
2 Number the following main ideas in the order they appear in the reading
_______ Antarctica has no government_______ The entire world may be affected by problems in Antarctica_______ Many different scientists learn new things by studying Antarctica
20
3 Complete the following outline of the reading with details to support the pointsa Scientists learn new things in Antarctica because it is different from other places How is it different
i ______________ ice in the worldii Itrsquos plants and animals live in a very _____________ environment
b Problems in Antarctica may affect the worldi There is a large ________________ above Antarcticaii It has ____________ of the worldrsquos fresh wateriii The ice acts as a natural _________________ for the earth keeping it cool
4 The following statements are false Rewrite the false statements to make them truea The oil spill caused by a cruise ship killed many scientistsb The writer of the essay knows the age of Antarctic icec Biologists and Botanists study the scientists that live on Antarctica
Reading 9 Travel Journal A Tourists Experience
Travel Journal ndash A Touristrsquos ExperienceChile South America February 16The sunlight was shining so brightly as our plane flew over the snow covered Andes mountains which seem to go on forever
Island of Cape Horn February 16We spent the morning at a small church named Star of the Sea This is a quiet place where visitors are invited to remember all of the international sailors who died here They were all trying to sail around the southern part of South America and many of them lost their lives at sea
Drake Passage-aboard the tour ship Explorer February 19We were welcomed today by the captain and crew They gave us warm Antarctic jackets and introduced themselves to us Sea birds followed the ship closely sailing in the cold wind As we headed south we saw a pink ship in the distance Our captain explained that it was not a ship but an iceberg-the first one of our trip The more I saw the more I wanted to learn about this unique and beautiful place
Deception Island Antarctica February 21We landed on Bailey Head where thousands and thousands of penguins greeted us The crew gave us rules to follow to protect the environment We were told to bring all of the trash that we could find on the ice back to the boat because a scientist on the ship is studying how much garbage is created by tourists in Antarctica each year We were also told not to disturb or feed the penguins because it is harmful for them
21
Paradise Bay Antarctica February 25Today we reached the mainland of the continent Our guide helped us walk through snow to the peak of an iceberg 500 feet above the sea We heard the noisy sound of penguins and later we explored the mountains of ice in motorized rafts It was incredible I always thought ice was white but here in Antarctica it is blue because it absorbs all of the colours of the rainbow except blue All around us are mountains of ice that no one has ever explored It amazed me to think that no human has ever walked on these It is so beautiful We need to help protect this special environment When I get home it will be hard for me to explain what my trip was like but I will try
A Travel Journal
1 What kind of person do you think this tourist is2 Do you think she did anything that was dangerous to Antarctica Explain3 Which part of her trip did she enjoy the most Which part would you enjoy the most4 What did people do on this trip to protect Antarctica and keep it clean5 The chart below compares the views of the scientist with the views of the tourist Look back at Tourists in a Fragile Land and A Travel Journal and fill in the missing information
OPINIONS OF THE SCIENTIST OPINIONS OF THE TOURIST
1 The Antarctic environment must be preserved for research
1 As tourists learn about Antarctica and return home to tell their friends and family about its importance they may want to help preserve the environment of Antarctica
2 2 Tourists can help scientists with their experiments (collecting garbage for research)
3 Tourists donrsquot care aboutAntarctica
3
6 Which opinion do you agree with more-the scientists or the tourists Are there certain places in the world tourists shouldnrsquot be allowed to travel
(Adapted from Northstar Reading and Writing Intermediate 2nd ed Unit 6)
22
Reading 10 GAP Adventures
CORPORATE PROFILE GAP ADVENTURES
If you are tired of the one-week-in-the-Florida-sun vacation and want to do something exciting and off the beaten path then GAP Adventures is the perfect company to turn to They provide more than 600 different itineraries in more than 100 countries and have during the last yearsgiven more than 20 000 travelers the adventure of their lifetime This year approximately 15 million more people are expected to visit their web site some of them to change their lives forever
Their philosophy ldquoThe Freedom of Independent Travel with the Security of a Grouprdquo has been practiced since the start They respect their travelers as individuals and there is no requirement to be athletic to go on one of their trips The only thing needed is to have the spirit of adventure and the desire to experience a world totally different from what you areaccustomed to
Also the concept of responsible tourism is very important to GAP Adventures and they come and go and interact with the local populations leaving behind them only footprints Their commitment is to support local people and communities and to protect the environment they travel in To that end GAP Adventures developed Planeterra-the GAP Adventures Foundation that gives back to the people and communities their passengers visit on their trips
They hire people in different departments like Operations Product Sales and Marketing employing more than 300 staff worldwide Maybe the most obvious choice for you is the position as a GAP Tour Leader In this position you make peoplersquos holiday dreams come true and make sure all passengers have an enjoyable time
The local hostel where you spend the night is your home and your office is your backpack On your way to work you might have to hike the Inca Trail or canoe down the Amazon River This is the perfect job for you if you are passionate about different cultures travel and care about sustainable tourism
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 73)
GAP Adventures1 Match the following words from the reading on the left to words on the right that are closest in meaningAccustomed Spirit of adventureItineraries Philosophy Desire
uncommon placecourageresponsibleguiding beliefinterest
23
Off the beaten path Sustainable
familiar witha planned route
2 How is GAP different from other holiday tour operators3 What does ldquoleaving behind them only footprintsrdquo mean4 What is Planterra5 True or Falsea The GAP philosophy is ldquoThe Freedom of Independent Travel Without the Security of a Grouprdquob GAP Tour Leader is the perfect job for you if you like to be alone and sleep on the beach all dayc GAP Adventures has traveled with more than 20 000 travelersd Travelers must be athletic to travel with GAP
Reading 11 A Day in the Life of Richard Spacey
A DAY IN THE LIFE OF RICHARD SPACEYCruise Director Royal Caribbean International
Voyager of the Seas one of the largest and most innovative cruise ships ever built has a total guest capacity of 3700 with 1200 crew members Voyager of the Seas is a revolution in the cruising industry A floating city she features the worldrsquos first floating ice skating rink a rock climbing wall an inline skating track and the largest and most advanced theatre on the seas There is a four-story Royal Promenade shopping and entertainment area the entire length of the shop that acts as the main area for the ships activities and entertainment Cruise director Richard Spacey was very important in organizing the entertainment and activities program aboard with a support staff of 130 people What follows is an account of a day in the life of the cruise director of one of the largest cruise ships in the world
MONDAYmdashFIRST DAY AT SEA
730-830 am- Yesterday 3650 guests came aboard the ship in Miami and we headed for our first port of call Labadee our own private island on the coast of Hispaniola Before most of our guests arrive I plan and submit our daily activities schedule for the whole voyage to our hotel director Three couples were married in the wedding chapel yesterday and they are included in the 108 couples that have chosen to spend their honeymoon with us I have organized a special party later in the week to celebrate this happy occasion The youth activities manager reports that there are more than 600 children aboard ranging in age from 3 to 17 We offer a special deck and pool areaarcade for children in addition to our extensive youth facilities which include a teen dance hall
24
I oversee the cruise management team consisting of youth activities international guests shore excursions and business group functions including seminars group meetings presentations and cocktail parties
845-930am- Hotel directorrsquos meeting All of the division heads in the Hotel Department meet to discuss the daily operation of this floating hotel Todayrsquos agenda includes a monthly safety meeting Each division head presents his or her monthly report on safety and environmental protection Hospitality and the safety of our guests and crew are our top priorities
945-1030am- The start of my public duties I give a daily announcement and an explanation of all the activities and entertainment happening on the ship I start my morning walk around Time to start the first session of Jackpot BINGO for the week I walk by two acrobats performing for our guests on deck to entertain them They play different characters through the cruise and add quite a lot to the guest experience
The ice rink is busy with guests skating at our first All Skate session There are several sessions throughout the day The ice skating cast of performers are responsible for running the session as well as skating in our Ice Show
1100-1200noon-Time to change out of my day uniform into a business suit and put on stage makeup for the taping of our onboard talk show called ldquoVoyager Liverdquo I am one of the main sources for revenue making on board The television show is great on a small floating city 37 channels offer safety information music shopping tips CNBC CNN ESPN and free movies in several languages
Noon - Lunch with the staff in the Officers and Staff Dining Room
100-230pm -Change out of my business suit into shorts and a t-shirt to introduce the Belly Flop Competition at 130 at the pool Always a ldquobigrdquo event among our guests Quite a few laughs This is followed by cruise style horse racing We pick six people who move six wooden horses by a roll of the dice The betting is fierce as all of the guests cheer their favourite horses on Everyone loves the horse racing I am the track announcer for three horse races
I stop by the Sports Court to check out the action The sports court is full of families enjoying our Family Hour activities with the youth staff We offer a nine hole mini golf course golf driving simulator full court basketballvolleyball inline skating table tennis and a rock climbing wall that rises up 200 feet
300-830pm -First a POWER NAP The day will not end until about 1230am Being available all of the time is very exhausting The nap will help me stay up late
After I go back to the office to catch up on email and help organize the office It is also time to work on budgets and revenue predictions for next year
25
At dinner hour I got to the main deck to speak with the guests at the Welcome Aboard reception The captain gives his welcome speech and then we send them off to their dinner or the show at 830
At 830 I meet in the Champagne Bar with the hotel director before dinner Tonight we will entertain guests who are on their 50th cruise and also a company who is thinking of booking 700 guests on a future cruise with us
900-1230am -I introduce the entertainment for the night in our main theatre for the guests After dinner and dessert I introduce the same show for the second seating and watch the show for quality control After the show finishes I do a final walk around the lounges on the ship with my assistant We have live music playing everywhere and karaoke has just finished in one of the main lounges The dance hall is full because of singlesrsquo night tonight and there are a few couples enjoying music in the Jazz club
A long full day Time for bed because I have to be on the deck at 800 am to welcome our guests to our first destination Labadee
Discussion Questions
PART A (730-945am)1 What does Richard do before most of the guests arrive2 How many guests are on the Voyager of the Seas How many of those are children3 What departments does Richard Spacey oversee as Cruise Director4 What is the agenda at the Hotel Directorrsquos meeting
PART B (945-100pm)1 What kind of announcement does Richard make at 9452 Who does he meet performing on the deck and what are they doing3 What two activities has Richard organized to start during this time4 Why does Richard have to change into a business suit at 11
PART C (100-830pm)1 Why does Richard change out of his business suit and into a pair of shorts2 What two events are very popular among the cruise ship guests3 What services do they offer at the Sports Court
PART D (830pm-1230am)1 Why does Richard take a nap during the middle of his business day2 Who does Richard have dinner with at 830 Why are they special3 What events has Richard organized to occur at night for the guests
26
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 53-54)
Follow up ndash Watch Royal Caribbean movie Royal Reunion directed by James Brolin Find on youtube New Royal Caribbean Movie Royal Reunion -- The Short Film Directed by amp Starring James Brolin or on Royal Caribbean website wwwroyalcaribbeancom
Reading 12 Focus on Recreation Hospitality and Recreation Inextricably Intertwined
FOCUS ON RECREATION Hospitality and Recreation Inextricably Intertwined
By Bart Bartlett PhD Professor Penn State Universityrsquos School of Hospitality Management
Americans have more leisure time than ever before and as leisure time has grown leisure activities have evolved and grown as well As a result there are many opportunities for recreation and for careers in recreation management This includes positions in commercial recreation (resorts themed resorts the ski industry) in non commercial recreation (national parks) and in golf clubs and sports venues
In many situations recreation and hospitality go hand in hand When a ski trip combines recreation on the slopes with food and beverage services in the hotel or when a hotel guest uses the hotelrsquos business services and the spa recreation and hospitality are both involved When a convention centre hotel provides rooms food and beverage coordinates meetings and also organizes group activities during the conference hospitality and recreation begin to merge
Resorts and resort hotels are an example of the combination of hospitality and recreation A mega-resort such as Walt Disney World Resort provides a clear example of this point On a Disney vacation a family may enjoy lodging and food and beverage services provided by hotel staff and management trained in hospitality go into the park itself to enjoy attractions and shows arranged and managed by a recreation specialist take a break to enjoy foodservice provided by a hospitality provider and at the end of the day enjoy dinner provided by the hospitality staff and entertainment or dancing arranged by a recreation professional
From this example alone it is clear that the commonalities in settings services and focus on guest satisfaction indicate that hospitality and recreation do indeed work together closely
VOCABULARY
27
Look at the words below With a partner try to think of the definitions of the words below by looking at the words in context from the readings Write down the definitions and compare with another set of partners
EVOLVEDOPPORTUNITIESCOMMERCIALVENUESGO HAND IN HANDCOORDINATESMERGEMEGACOMMONALITIES
Check your Understanding1 What are some areas where you can work in recreation management2 List 3 examples where hospitality and recreation ldquogo hand in handrdquo3 Think of some other places like Walt Disney World where hospitality and recreation work closely together Explain how the two work together
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 374)
Reading 13 Beverage Industry
Java Coffee House CASE STUDY
Michelle Wong is manager of the Java Coffee House at a busy location on Union Street in San Francisco USA Michelle says that there are several challenges in operating a busy coffeehouse such as training staff to handle unusual circumstances For example one guest consumed a cup of coffee and ate two-
thirds (23) of a piece of cake and then said he didnrsquot like the cake so didnrsquot want to pay for his order
Another problem is suppliers who quote good prices to get her business and then two weeks later raise the price of some of the items Michelle says that the young employees she has at the Java Coffee House are her greatest challenge of all According to Michelle there are four kinds of employeesmdashlazy good but not responsible those who steal and great ones who are no trouble
Discussion Questions
28
1 What are some suggestions for training staff to handle unusual circumstances like the one in the case study
2 How do you ensure that suppliers are delivering the product atthe price promised
3 What do you do with lazy employees
4 What do you do with irresponsible employees
5 How do you deal with employees who steal
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 340)
Reading 14 Corporate Profile Starwoods Hotels
Corporate Profile Starwood Hotels
Starwood is one of the worldrsquos largest hotel and leisure companies Its brand names include St Regis the Luxury Collection Sheraton Westin W and Four Points by Sheraton Through these brands Starwood is well represented in most major markets around the world
Operations are grouped into two business segments hotels and vacation ownership operations Revenues and earnings come primarily from hotel operations which include the operation of owned hotels management and other fees earned from hotels managed through contracts and the collection of franchise fees
Second Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80countries and is made up of 140 hotels
29
Next Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts There are 19 vacation ownership resorts in the United States and the Bahamas
Fourth Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition The luxury brands continue to find new customers while maintaining loyalty among the worldrsquos most active travelers The strength of the Starwood brand is proven by superior ratings received from hotel guests and industry magazines The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list
Fifth Starwood has sophisticated and diverse hotel properties throughout the world including the St Regis in New York City the Phoenician in Scottsdale Arizona the Hotel Gritti Palace in Venice Italy the St Regis in Beijing Chinarsquo and the Westin Palace in Madrid Spain These are among the leading hotels in the industry and they provide the highest quality and service
Finally Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises Starwood plans to meet these goals by taking advantageof its large customer base and reach in the industry to reduce costs The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals more challenging
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 566)
Match the sentence parts to make correct definitions1 Starwoodrsquos strong brand a comes primarily from hotels2 Revenue at Starwood b is proven by high ratings from guests and industry
magazines3 Luxury and upscale hotels c help to increase Starwoodrsquos global presence totaling 733
hotels4 Franchised hotels d continue to visit Starwood hotels because of the high
quality and service5 Loyal Travellers e represent the majority of Starwoodrsquos hotel properties
Look at the statements below Put lsquoMrsquo next to the statement that is the MAIN IDEA Put lsquoSrsquo next to the statement that is a SUPPORTING IDEA or DETAILParagraph 1a Starwood is one of the worldrsquos largest hotel and leisure companies _______b Operations are grouped into two business segments hotels and vacation ownership operations ______
Paragraph 2
30
a Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80 countries and is made up of 140 hotels ______b Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry ______
Paragraph 3a There are 19 vacation ownership resorts in the United States and the Bahamas _______b Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts ______
Paragraph 4a Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition _______b The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list ______
Paragraph 5a These are among the leading hotels in the industry and they provide the highest quality and service ______b Starwood has sophisticated and diverse hotel properties throughout the world _____
Paragraph 6a Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises ______b The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals morechallenging ______
Match each word from the reading with a definition Write the letter of the definition next to the word1 Brand a worldly cultured and refined2 Revenue b a part of the whole3 Segment c different in design and services4 Loyalty d a product or image created by a company5 Sophisticated e make good use of something for personal benefit6 Upscale f above average in quality of high rank7 Diverse g permission given by one company to another to sell its products
and services8 To take advantage of h income9 Franchise i expensive and wealthy sector of the market10 Superior j support and confidence in a person or company
31
Complete each sentence below using one of the words from above Be sure to use the correct form of the word Not all words will be used1 The company decided to hire Nicholas over all the other applicants because he had __________ skills and experience2 Companies reward customers for their __________3 John spoke with the manager at his local McDonalds to see how he could open up his own ____________4 Elena has travelled all over the world and she can speak 4 different languages She is so ______________
Reading 15 Hospitality is Offering a Cup of Kindness
FOCUS ON SERVICEHospitality is Offering a Cup of Kindness
William B Martin Cal TechmdashMonterey Bay
Customer service is the primary focus of hospitality It is what hospitality is all aboutmdashwhat we do If you are interested in a hospitality career it is important to understand and learn as much as possible about customer service and particularly how to be successful at it Your success will come from a complete understanding of hospitality
Letrsquos begin by exploring why we provide hospitality Why are hospitality businesses in business What is the primary purpose of a foodservice operation A lodging travel or tourism related business Is it just for money Many of you might answer lsquoyesrsquo to this question But as you will see hospitality is much more than just about money Money is important but it is not the primary purpose of hospitality
Our job is to enhance the lives of those people (guests customers passengers etc) to whom we are dedicated to serve Yes it is that simple Our job is to make the lives of others better in a small way or big way it makes no difference Whatever it is we are out to make peoplersquos lives on this planet a little bit better or maybe even a lot better This is our purpose It is where we find meaning We enhance their lives through service and begin by understanding what it is they need The problem is that all of our guests come with many needs Some we can meet some we canrsquot If you can work toward helping them satisfy these needs you can go a long way toward making their lives better through kindness Quality customer service demands that service providers understand what it is that you want Kindness after all comes through understanding Kindness is demonstrated by making everyone feel welcome
Quality customer service also requires that we make all our guests feel so comfortable that they donrsquot need to worry because they are in good hands Whether they deserve it or not they should be made to feel important Why Because we all have a need to feel important This is our job
32
We need to stay focused on the primary purposes of hospitality We need to understand the power of kindness and the importance of satisfying the basic needs of our guests Hospitality and customer service success are found in our ability to enhance the lives of others through how we treat themmdashwith a little cup of kindness
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 17)
FOCUS ON SERVICECHECK YOUR UNDERSTANDING
1 What is the main idea of this reading passage What detail does the author use to support this point
2 According to the article which of these statements would a successful hospitality employee agree withA I always focus on making money when I am workingB I enjoy making the guest feel comfortable and importantC Only the employees who speak with guests need to focus on customer service and kindness
3 Use the vocabulary from the crossword to complete the sentences below Be sure to use the correct form of the wordA Most English teachers try to think about the language___________ of their students when they design their lesson plansB Students who are ___________ to learning English study it every single day These students _________ their high grades and praise from the teacherC The ________ in Rm 118 has checked out He left the housekeepers a large tip for their excellent and fast __________D Irsquom never shopping at this grocery store again The ________ of their food is horribleE Oh no One of the ________________ for my wedding has cancelled
Reading 16 Hotel Guest
Checking Out a Guest CASE STUDY
33
A guest walked up to the front desk agent in an upscale hotel ready to check out As she would usually when checking out a guest the agent asked the guest what his room number was The guest was in a hurry and showed his anxiety by responding ldquoI stay in a hundred hotel rooms and you expect me to remember the room numberrdquo
The agent then asked for the guestrsquos name to which he responded ldquoMy name is Mr Johnsteinrdquo After asking him to repeat himself the agent began to look for the guestrsquos last name but the name was not listed in the computer Because the man had a heavy accent and the agent assumed that she had misunderstood him she politely asked the guest to spell his last name He answered ldquoWhat Are you an idiot The person who checked me into the hotel last night had no problem checking me inrdquo Again the agent looked on the computer to find the guest was not in the system
The guest becoming even more frustrated said ldquoI have a plane to catch and it is ridiculous that it has taken you this long to check me out I also need to fax these papers off but I need to have them photocopied first and the agent responded ldquoThere is a business center at the end of the counter that will fax and photocopy whatever you needrdquo The guest replied ldquoIf I wanted your opinion I would have asked you for it Havenrsquot you ever heard of customer service Isnrsquot this a five star hotel With your bad attitude you should be working in a three star hotel I canrsquot believe they let you work here at the front desk Havenrsquot you found my name yet
The agent who was beginning to get upset asked the guest again to spell out his full name The guest angrily replied ldquoHere are my papers I want faxed if you are capable of faxing themrdquo The agent reached to take the papers and the guest shouted ldquoDonrsquot grab them from my hand You have a bad attitude and if I had more time I would talk to someone about getting you removed from your position to a hotel where they donrsquot require such quality of customer servicerdquo
The agent was very upset but kept herself calm to prevent the guest from getting annoyedThe agent continued to provide service to the guest sending the faxes and making the photocopies he had requested Upon her return the agent again asked the guest to repeat his last name because he had failed to spell it out The guest replied by spelling out his name ldquoJ-o-h-n-s-t-o-n-erdquo The agent was finally able to find his name on the computer and checked him out while he continued to verbally attack her The agent finished by telling the guest to have a nice flight
Discussion Questions1 Should the front desk agent have called the manager over to finish the checkout Or should she deal with the rude customer herself2 Would you have handled the situation the same way If yes explain why If no what would you have done it differently
Prepare to share your ideas with the class
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 pg 159)
34
Reading 17 Trends in Visitor Attractions
Trends in Visitor Attractions
What changes have there been in the development of attractions over the years Think about the difference between attractions when your parents were your age and what they are like now
Take a look at the reading below and see if your predictions were correct
INSIDE TOURISM THE CHANGING FACE OF THE lsquoATTRACTIONS INDUSTRYrsquo
As the wishes and tastes of tourists and visitors change tourist attractions have to change as well In the last twenty or thirty years there have been some significant developmentsNatural attractions like sandy beaches and mountains cannot change very much but there have been developments in particular a concern to preserve the environment and to make any buildings fit into the natural context
Perhaps the greatest changes have been in man-made attractions like museums and historic sites which have been redesigned to make them more interesting and entertaining places to visit while still maintaining their role of teaching visitors about the past In many of them the aim is not just to display the past but to take visitors into the past in an interactive waySome have been converted into lsquoliving museumsrsquo where actors in costumes meet the public and play the roles of characters from the past In others history is made vivid and exciting through the use of realistic waxworks animatronic models sounds and even smells to conjure up a sense of the past
Traditional festivals by definition are unchanging but there has been a trend to increase the number of special events and festivals as cities realize that holding a music festival or an arts event is a good way of attracting tourists
Entertainment and leisure facilities are always having to reinvent themselves In the developed world the simple rectangular swimming pool for example is no longer enough-it has to be a water park with flumes chutes splash zones and wave machines
The tourist is always looking to discover new attractions (as if their happiness depends on it) and because of this the lsquoattractions industryrsquo has to keep on changing
Check your Understanding1 Why do tourist attractions have to change
35
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
Comprehension Questions1 Why was Banff National Park created2 What have the glaciers created in Banff National Park3 How many kinds of trees are there in the park What are their names4 What large mammals will you regularly see in the park
Banff National Park- Reading Two
Adventure is calling you to Banff Lake Louise and Banff National Park As a UNESCO World Heritage Site Banff offers rugged beauty unspoiled landscapes and pristine mountain ranges Experience an unrivaled alpine escape at ldquoThe Worldrsquos Finest National Parkrdquo You can also drink in naturersquos wonder at Lake Louise ndash one of the Canadian Rockiesrsquo most beloved destinations with turquoise waters sparkling underneath the towering Victoria Glacier
During your getaway you are sure to love our comfortable accommodations cool restaurants and stores fun activities colorful festivals and unique sights Big impressive mountains metres of dry light powder snow - that is skiing and snowboarding in Banff National Park Banff Lake Louise skiing offers vast terrain with hundreds of kilometres of marked trails from beginner to expert
Banff summer adventures bring you face to face with nature Marvel at majestic wild animals inspiring wild spaces jagged mountain peaks and thickly forested alpine valleys Enjoy abundant Banff Lake Louise summer activities Explore scenic driving routes Take a casual stroll through wildflowers in an alpine meadow or test your extreme limits climbing to the roof of the Rocky Mountains Backpack across rock ridges formed by undersea oceans over 45 million years ago Tee off at a five-star golf course Throw a fish hook in the water walk on a glacier or canoe on Lake Louisersquos turquoise water Finally you could also take a guided trip outside the park for whitewater rafting and ATV fun
(Adapted from httpwwwbanfflakelouisecom)
Comprehension Questions1 What is one of the Rockiersquos most beloved destinations2 What kinds of activities does this reading say you can do at Banff in the summer3 What do you think sounds more interesting-the winter or summer activities Why
Discussion Questions1 What is the difference between reading one and reading two about Banff National Park2 Which one makes you want to visit Banff National Park more Why List some words
that make you interested in traveling there3 Where would we find a reading like reading one4 Where would we find a reading like reading two
16
List some facts and opinions from Reading One and Reading Two
Reading One Reading Two
Facts
Opinions
Reading 7 Cultural Tourism
Welcome to Rural Vietnam
Welcome to a corner of Asia where you willfind a lifestyle that goes back for centuriesFishing on the Mekong Delta farming in Central Vietnam or crafts in Bac Ninh Provincemdashwhatever your own interest we are sure you will find something to delight you in rural Vietnam
Vinh Long ProvinceLocated between the Tien and Hau rivers the fertile lands of Vinh Long nourish thousands of fruit orchards while the countless small islands provide ideal conditions for ecotourism and observing wildlife In addition you will be able to observe the centuriesmdashold activities of Southern Vietnam such as processing rice paper and traditional Vietnamese cooking Especially interesting in Vinh Long is the opportunity to stay overnight in local residentsrsquo homes There is a small but growing number of private homes that offer home stays At the moment they provide accommodation and entertainment for up to 150 tourists per night
Quang Nam ProvinceFor visitors who want to be really active in their holidays we recommend a visit to one of thevegetable farming villages near the town ofHoi An in the central province of Quang NamHere for a day you can toil shoulder to shoulder with a Vietnamese farmer Hosts and guestswork the land planting rice or collecting vegetables that they sell in the local marketsFor lunch you can get to eat colocynth (similar to a bitter apple) and tom huu which is atraditional dish made of vegetables
Bac Ninh ProvinceThe homeland of Quan Ho art has many traditional trade villages In Xuan Lai village you can find excellent bamboo products especially from black bamboo while Phu Lang is famous for its pottery Thousands of ancient pots have been found here and even today there are
17
about 300 families in the village doing pottery work
Tho Ha is famous for pottery but nowadays it has also started to produce wine Another village that is well known for traditional wines is Van on the bank of the Cau River The villagers here are happy to let visitors photograph their wine being made and to try it or to buy it but the brewing process itself is a secret
Finally Da Hoi is a must This 400 year old trade village is famous for its traditional silk cloth and women there still raise silkworms and weave fabulous fabrics that they sell
Check your Understanding1 What can you do in Quang Nam Province if you are feeling active2 What kind of cultural products can we find in traditional Vietnamese trade villages3 Where can up to 150 tourists per night stay in Vinh Long Province4 Which province would you want to visit most Why
Match the vocabulary word from the reading with its closest definition on the rightDelight WorkNourish Skilled workToil CaterpillarTrade Provide forSilkworms Please
Think about all of the places that you would like to experience culturally Where would you go What would you see and do Discuss your answers with a partnerReport your answers back to the class
(Adapted from Tourism 2 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2009 Pg 48-49)
Reading 8 Tourists in a Fragile Land
ECOTOURISM
VOCABULARY IN CONTEXTGuess what the underlined word means in each numbered sentenceCircle T or F for the statement that follows
1 The desert landscape is very flatT F ldquoLandscaperdquo means the way the land looks
2 We must preserve the rain forest because it is the home of many birds that cannot live anywhere else
T F It would be good to cut down the rain forest now so we can use the wood
18
3 The ozone hole may be dangerous to people who live on the earth It is a hole in the ozone layer
T F The ozone layer is made of gases that protect the earth from the bad effects of the sun
4 Some scientists believe that global warming will cause the ice of Antarctica to meltT F The earth will become too hot
5 That island is inhabited only by birdsT F All kinds of animals live there
6 The highest mountain in the world is Mount Everest I donrsquot know how some people can go there because it is such a harsh place
T F Itrsquos really comfortable
7 Next summer I am going to travel to a very remote part of Asia It will take a long time to get there but I want to go to a place where few visitors have gone
T F This is a place thatrsquos easy to get to from the big city
8 His wife said ldquoThink about the consequences if you lose your jobrdquoT F She might want her husband to think about not having any money to pay
the bills for the family
9 The coastal cities of a country are often popular vacation spots because people like to be near the ocean
T F These places are often in the centre of the country
10 The oceans of the world are vast places of waterT F The oceans are smaller than other places of water
11 The ice on the pond was so fragile that the children couldnrsquot ice skateT F The ice could break easily
Making Predictions Tourists in a Fragile LandYou are going to read an opinion essay about tourism in Antarctica The essay was written by a scientist who works there What do you think his opinion will be Choose one
a Tourists should not visit the Antarctica because they may cause problemsb Tourists should visit Antarctica because there is so much for them to learnc Tourists to Antarctica should pay a special tax to help scientists with their work there
19
Tourists in a Fragile Land
As a scientist working in Antarctica I spend most of my time in the laboratory studying ice I am trying to find out the age of Antarctic ice All we know for certain is that it is the oldest ice in the world The more we understand it the more we will understand the changing weather of the Earth Today I had to leave my work to greet a group of tourists who were taking a vacation in this continent of ice And although I can appreciate their desire to experience this beautiful landscape I feel Antarctica should be closed to tourists
Antarctica is a place of important scientific research and it must be kept only for this purpose Many scientists are using Antarctica to study the effects of the ozone hole that was discovered above Antarctica in 1984 They are also trying to understand global warming If the earthrsquos temperature continues to rise the health and safety of every living thing on the planet will be affected Also biologists and botanists study the animals and plants that live on the frozen land trying to understand how life can live in such a harsh environment
When tourists come here they can hurt the environment and interrupt our research Many scientists complain that tourists leave garbage on beaches and disturb the plants and animals In a place like Antarctica it can take 100 years for a plant to grow back after it was picked andtourists taking pictures of baby penguins from cruise ships caused an oil spill that killed many penguins and destroyed a 5 year research project
There is no government here and it is owned by no one Who will protect it Who is responsible for it The scientists are trying but the tour companies making money by sending tourists south are not If we donrsquot protect Antarctica now there may be serious consequences for everyone The ice here holds 70 of the worldrsquos fresh water If the ice melts it will cause devastating floods The ice also acts as a natural air conditioner for our planet Clearly Antarctica should remain a place for careful and controlled scientific research The only way to protect this fragile and important part of the planet is to stop tourists from travelling to Antarctica
Tourists in a Fragile Land1 Look at your prediction you chose about Tourists in a Fragile Land Was your prediction correct
2 Number the following main ideas in the order they appear in the reading
_______ Antarctica has no government_______ The entire world may be affected by problems in Antarctica_______ Many different scientists learn new things by studying Antarctica
20
3 Complete the following outline of the reading with details to support the pointsa Scientists learn new things in Antarctica because it is different from other places How is it different
i ______________ ice in the worldii Itrsquos plants and animals live in a very _____________ environment
b Problems in Antarctica may affect the worldi There is a large ________________ above Antarcticaii It has ____________ of the worldrsquos fresh wateriii The ice acts as a natural _________________ for the earth keeping it cool
4 The following statements are false Rewrite the false statements to make them truea The oil spill caused by a cruise ship killed many scientistsb The writer of the essay knows the age of Antarctic icec Biologists and Botanists study the scientists that live on Antarctica
Reading 9 Travel Journal A Tourists Experience
Travel Journal ndash A Touristrsquos ExperienceChile South America February 16The sunlight was shining so brightly as our plane flew over the snow covered Andes mountains which seem to go on forever
Island of Cape Horn February 16We spent the morning at a small church named Star of the Sea This is a quiet place where visitors are invited to remember all of the international sailors who died here They were all trying to sail around the southern part of South America and many of them lost their lives at sea
Drake Passage-aboard the tour ship Explorer February 19We were welcomed today by the captain and crew They gave us warm Antarctic jackets and introduced themselves to us Sea birds followed the ship closely sailing in the cold wind As we headed south we saw a pink ship in the distance Our captain explained that it was not a ship but an iceberg-the first one of our trip The more I saw the more I wanted to learn about this unique and beautiful place
Deception Island Antarctica February 21We landed on Bailey Head where thousands and thousands of penguins greeted us The crew gave us rules to follow to protect the environment We were told to bring all of the trash that we could find on the ice back to the boat because a scientist on the ship is studying how much garbage is created by tourists in Antarctica each year We were also told not to disturb or feed the penguins because it is harmful for them
21
Paradise Bay Antarctica February 25Today we reached the mainland of the continent Our guide helped us walk through snow to the peak of an iceberg 500 feet above the sea We heard the noisy sound of penguins and later we explored the mountains of ice in motorized rafts It was incredible I always thought ice was white but here in Antarctica it is blue because it absorbs all of the colours of the rainbow except blue All around us are mountains of ice that no one has ever explored It amazed me to think that no human has ever walked on these It is so beautiful We need to help protect this special environment When I get home it will be hard for me to explain what my trip was like but I will try
A Travel Journal
1 What kind of person do you think this tourist is2 Do you think she did anything that was dangerous to Antarctica Explain3 Which part of her trip did she enjoy the most Which part would you enjoy the most4 What did people do on this trip to protect Antarctica and keep it clean5 The chart below compares the views of the scientist with the views of the tourist Look back at Tourists in a Fragile Land and A Travel Journal and fill in the missing information
OPINIONS OF THE SCIENTIST OPINIONS OF THE TOURIST
1 The Antarctic environment must be preserved for research
1 As tourists learn about Antarctica and return home to tell their friends and family about its importance they may want to help preserve the environment of Antarctica
2 2 Tourists can help scientists with their experiments (collecting garbage for research)
3 Tourists donrsquot care aboutAntarctica
3
6 Which opinion do you agree with more-the scientists or the tourists Are there certain places in the world tourists shouldnrsquot be allowed to travel
(Adapted from Northstar Reading and Writing Intermediate 2nd ed Unit 6)
22
Reading 10 GAP Adventures
CORPORATE PROFILE GAP ADVENTURES
If you are tired of the one-week-in-the-Florida-sun vacation and want to do something exciting and off the beaten path then GAP Adventures is the perfect company to turn to They provide more than 600 different itineraries in more than 100 countries and have during the last yearsgiven more than 20 000 travelers the adventure of their lifetime This year approximately 15 million more people are expected to visit their web site some of them to change their lives forever
Their philosophy ldquoThe Freedom of Independent Travel with the Security of a Grouprdquo has been practiced since the start They respect their travelers as individuals and there is no requirement to be athletic to go on one of their trips The only thing needed is to have the spirit of adventure and the desire to experience a world totally different from what you areaccustomed to
Also the concept of responsible tourism is very important to GAP Adventures and they come and go and interact with the local populations leaving behind them only footprints Their commitment is to support local people and communities and to protect the environment they travel in To that end GAP Adventures developed Planeterra-the GAP Adventures Foundation that gives back to the people and communities their passengers visit on their trips
They hire people in different departments like Operations Product Sales and Marketing employing more than 300 staff worldwide Maybe the most obvious choice for you is the position as a GAP Tour Leader In this position you make peoplersquos holiday dreams come true and make sure all passengers have an enjoyable time
The local hostel where you spend the night is your home and your office is your backpack On your way to work you might have to hike the Inca Trail or canoe down the Amazon River This is the perfect job for you if you are passionate about different cultures travel and care about sustainable tourism
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 73)
GAP Adventures1 Match the following words from the reading on the left to words on the right that are closest in meaningAccustomed Spirit of adventureItineraries Philosophy Desire
uncommon placecourageresponsibleguiding beliefinterest
23
Off the beaten path Sustainable
familiar witha planned route
2 How is GAP different from other holiday tour operators3 What does ldquoleaving behind them only footprintsrdquo mean4 What is Planterra5 True or Falsea The GAP philosophy is ldquoThe Freedom of Independent Travel Without the Security of a Grouprdquob GAP Tour Leader is the perfect job for you if you like to be alone and sleep on the beach all dayc GAP Adventures has traveled with more than 20 000 travelersd Travelers must be athletic to travel with GAP
Reading 11 A Day in the Life of Richard Spacey
A DAY IN THE LIFE OF RICHARD SPACEYCruise Director Royal Caribbean International
Voyager of the Seas one of the largest and most innovative cruise ships ever built has a total guest capacity of 3700 with 1200 crew members Voyager of the Seas is a revolution in the cruising industry A floating city she features the worldrsquos first floating ice skating rink a rock climbing wall an inline skating track and the largest and most advanced theatre on the seas There is a four-story Royal Promenade shopping and entertainment area the entire length of the shop that acts as the main area for the ships activities and entertainment Cruise director Richard Spacey was very important in organizing the entertainment and activities program aboard with a support staff of 130 people What follows is an account of a day in the life of the cruise director of one of the largest cruise ships in the world
MONDAYmdashFIRST DAY AT SEA
730-830 am- Yesterday 3650 guests came aboard the ship in Miami and we headed for our first port of call Labadee our own private island on the coast of Hispaniola Before most of our guests arrive I plan and submit our daily activities schedule for the whole voyage to our hotel director Three couples were married in the wedding chapel yesterday and they are included in the 108 couples that have chosen to spend their honeymoon with us I have organized a special party later in the week to celebrate this happy occasion The youth activities manager reports that there are more than 600 children aboard ranging in age from 3 to 17 We offer a special deck and pool areaarcade for children in addition to our extensive youth facilities which include a teen dance hall
24
I oversee the cruise management team consisting of youth activities international guests shore excursions and business group functions including seminars group meetings presentations and cocktail parties
845-930am- Hotel directorrsquos meeting All of the division heads in the Hotel Department meet to discuss the daily operation of this floating hotel Todayrsquos agenda includes a monthly safety meeting Each division head presents his or her monthly report on safety and environmental protection Hospitality and the safety of our guests and crew are our top priorities
945-1030am- The start of my public duties I give a daily announcement and an explanation of all the activities and entertainment happening on the ship I start my morning walk around Time to start the first session of Jackpot BINGO for the week I walk by two acrobats performing for our guests on deck to entertain them They play different characters through the cruise and add quite a lot to the guest experience
The ice rink is busy with guests skating at our first All Skate session There are several sessions throughout the day The ice skating cast of performers are responsible for running the session as well as skating in our Ice Show
1100-1200noon-Time to change out of my day uniform into a business suit and put on stage makeup for the taping of our onboard talk show called ldquoVoyager Liverdquo I am one of the main sources for revenue making on board The television show is great on a small floating city 37 channels offer safety information music shopping tips CNBC CNN ESPN and free movies in several languages
Noon - Lunch with the staff in the Officers and Staff Dining Room
100-230pm -Change out of my business suit into shorts and a t-shirt to introduce the Belly Flop Competition at 130 at the pool Always a ldquobigrdquo event among our guests Quite a few laughs This is followed by cruise style horse racing We pick six people who move six wooden horses by a roll of the dice The betting is fierce as all of the guests cheer their favourite horses on Everyone loves the horse racing I am the track announcer for three horse races
I stop by the Sports Court to check out the action The sports court is full of families enjoying our Family Hour activities with the youth staff We offer a nine hole mini golf course golf driving simulator full court basketballvolleyball inline skating table tennis and a rock climbing wall that rises up 200 feet
300-830pm -First a POWER NAP The day will not end until about 1230am Being available all of the time is very exhausting The nap will help me stay up late
After I go back to the office to catch up on email and help organize the office It is also time to work on budgets and revenue predictions for next year
25
At dinner hour I got to the main deck to speak with the guests at the Welcome Aboard reception The captain gives his welcome speech and then we send them off to their dinner or the show at 830
At 830 I meet in the Champagne Bar with the hotel director before dinner Tonight we will entertain guests who are on their 50th cruise and also a company who is thinking of booking 700 guests on a future cruise with us
900-1230am -I introduce the entertainment for the night in our main theatre for the guests After dinner and dessert I introduce the same show for the second seating and watch the show for quality control After the show finishes I do a final walk around the lounges on the ship with my assistant We have live music playing everywhere and karaoke has just finished in one of the main lounges The dance hall is full because of singlesrsquo night tonight and there are a few couples enjoying music in the Jazz club
A long full day Time for bed because I have to be on the deck at 800 am to welcome our guests to our first destination Labadee
Discussion Questions
PART A (730-945am)1 What does Richard do before most of the guests arrive2 How many guests are on the Voyager of the Seas How many of those are children3 What departments does Richard Spacey oversee as Cruise Director4 What is the agenda at the Hotel Directorrsquos meeting
PART B (945-100pm)1 What kind of announcement does Richard make at 9452 Who does he meet performing on the deck and what are they doing3 What two activities has Richard organized to start during this time4 Why does Richard have to change into a business suit at 11
PART C (100-830pm)1 Why does Richard change out of his business suit and into a pair of shorts2 What two events are very popular among the cruise ship guests3 What services do they offer at the Sports Court
PART D (830pm-1230am)1 Why does Richard take a nap during the middle of his business day2 Who does Richard have dinner with at 830 Why are they special3 What events has Richard organized to occur at night for the guests
26
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 53-54)
Follow up ndash Watch Royal Caribbean movie Royal Reunion directed by James Brolin Find on youtube New Royal Caribbean Movie Royal Reunion -- The Short Film Directed by amp Starring James Brolin or on Royal Caribbean website wwwroyalcaribbeancom
Reading 12 Focus on Recreation Hospitality and Recreation Inextricably Intertwined
FOCUS ON RECREATION Hospitality and Recreation Inextricably Intertwined
By Bart Bartlett PhD Professor Penn State Universityrsquos School of Hospitality Management
Americans have more leisure time than ever before and as leisure time has grown leisure activities have evolved and grown as well As a result there are many opportunities for recreation and for careers in recreation management This includes positions in commercial recreation (resorts themed resorts the ski industry) in non commercial recreation (national parks) and in golf clubs and sports venues
In many situations recreation and hospitality go hand in hand When a ski trip combines recreation on the slopes with food and beverage services in the hotel or when a hotel guest uses the hotelrsquos business services and the spa recreation and hospitality are both involved When a convention centre hotel provides rooms food and beverage coordinates meetings and also organizes group activities during the conference hospitality and recreation begin to merge
Resorts and resort hotels are an example of the combination of hospitality and recreation A mega-resort such as Walt Disney World Resort provides a clear example of this point On a Disney vacation a family may enjoy lodging and food and beverage services provided by hotel staff and management trained in hospitality go into the park itself to enjoy attractions and shows arranged and managed by a recreation specialist take a break to enjoy foodservice provided by a hospitality provider and at the end of the day enjoy dinner provided by the hospitality staff and entertainment or dancing arranged by a recreation professional
From this example alone it is clear that the commonalities in settings services and focus on guest satisfaction indicate that hospitality and recreation do indeed work together closely
VOCABULARY
27
Look at the words below With a partner try to think of the definitions of the words below by looking at the words in context from the readings Write down the definitions and compare with another set of partners
EVOLVEDOPPORTUNITIESCOMMERCIALVENUESGO HAND IN HANDCOORDINATESMERGEMEGACOMMONALITIES
Check your Understanding1 What are some areas where you can work in recreation management2 List 3 examples where hospitality and recreation ldquogo hand in handrdquo3 Think of some other places like Walt Disney World where hospitality and recreation work closely together Explain how the two work together
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 374)
Reading 13 Beverage Industry
Java Coffee House CASE STUDY
Michelle Wong is manager of the Java Coffee House at a busy location on Union Street in San Francisco USA Michelle says that there are several challenges in operating a busy coffeehouse such as training staff to handle unusual circumstances For example one guest consumed a cup of coffee and ate two-
thirds (23) of a piece of cake and then said he didnrsquot like the cake so didnrsquot want to pay for his order
Another problem is suppliers who quote good prices to get her business and then two weeks later raise the price of some of the items Michelle says that the young employees she has at the Java Coffee House are her greatest challenge of all According to Michelle there are four kinds of employeesmdashlazy good but not responsible those who steal and great ones who are no trouble
Discussion Questions
28
1 What are some suggestions for training staff to handle unusual circumstances like the one in the case study
2 How do you ensure that suppliers are delivering the product atthe price promised
3 What do you do with lazy employees
4 What do you do with irresponsible employees
5 How do you deal with employees who steal
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 340)
Reading 14 Corporate Profile Starwoods Hotels
Corporate Profile Starwood Hotels
Starwood is one of the worldrsquos largest hotel and leisure companies Its brand names include St Regis the Luxury Collection Sheraton Westin W and Four Points by Sheraton Through these brands Starwood is well represented in most major markets around the world
Operations are grouped into two business segments hotels and vacation ownership operations Revenues and earnings come primarily from hotel operations which include the operation of owned hotels management and other fees earned from hotels managed through contracts and the collection of franchise fees
Second Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80countries and is made up of 140 hotels
29
Next Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts There are 19 vacation ownership resorts in the United States and the Bahamas
Fourth Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition The luxury brands continue to find new customers while maintaining loyalty among the worldrsquos most active travelers The strength of the Starwood brand is proven by superior ratings received from hotel guests and industry magazines The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list
Fifth Starwood has sophisticated and diverse hotel properties throughout the world including the St Regis in New York City the Phoenician in Scottsdale Arizona the Hotel Gritti Palace in Venice Italy the St Regis in Beijing Chinarsquo and the Westin Palace in Madrid Spain These are among the leading hotels in the industry and they provide the highest quality and service
Finally Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises Starwood plans to meet these goals by taking advantageof its large customer base and reach in the industry to reduce costs The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals more challenging
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 566)
Match the sentence parts to make correct definitions1 Starwoodrsquos strong brand a comes primarily from hotels2 Revenue at Starwood b is proven by high ratings from guests and industry
magazines3 Luxury and upscale hotels c help to increase Starwoodrsquos global presence totaling 733
hotels4 Franchised hotels d continue to visit Starwood hotels because of the high
quality and service5 Loyal Travellers e represent the majority of Starwoodrsquos hotel properties
Look at the statements below Put lsquoMrsquo next to the statement that is the MAIN IDEA Put lsquoSrsquo next to the statement that is a SUPPORTING IDEA or DETAILParagraph 1a Starwood is one of the worldrsquos largest hotel and leisure companies _______b Operations are grouped into two business segments hotels and vacation ownership operations ______
Paragraph 2
30
a Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80 countries and is made up of 140 hotels ______b Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry ______
Paragraph 3a There are 19 vacation ownership resorts in the United States and the Bahamas _______b Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts ______
Paragraph 4a Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition _______b The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list ______
Paragraph 5a These are among the leading hotels in the industry and they provide the highest quality and service ______b Starwood has sophisticated and diverse hotel properties throughout the world _____
Paragraph 6a Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises ______b The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals morechallenging ______
Match each word from the reading with a definition Write the letter of the definition next to the word1 Brand a worldly cultured and refined2 Revenue b a part of the whole3 Segment c different in design and services4 Loyalty d a product or image created by a company5 Sophisticated e make good use of something for personal benefit6 Upscale f above average in quality of high rank7 Diverse g permission given by one company to another to sell its products
and services8 To take advantage of h income9 Franchise i expensive and wealthy sector of the market10 Superior j support and confidence in a person or company
31
Complete each sentence below using one of the words from above Be sure to use the correct form of the word Not all words will be used1 The company decided to hire Nicholas over all the other applicants because he had __________ skills and experience2 Companies reward customers for their __________3 John spoke with the manager at his local McDonalds to see how he could open up his own ____________4 Elena has travelled all over the world and she can speak 4 different languages She is so ______________
Reading 15 Hospitality is Offering a Cup of Kindness
FOCUS ON SERVICEHospitality is Offering a Cup of Kindness
William B Martin Cal TechmdashMonterey Bay
Customer service is the primary focus of hospitality It is what hospitality is all aboutmdashwhat we do If you are interested in a hospitality career it is important to understand and learn as much as possible about customer service and particularly how to be successful at it Your success will come from a complete understanding of hospitality
Letrsquos begin by exploring why we provide hospitality Why are hospitality businesses in business What is the primary purpose of a foodservice operation A lodging travel or tourism related business Is it just for money Many of you might answer lsquoyesrsquo to this question But as you will see hospitality is much more than just about money Money is important but it is not the primary purpose of hospitality
Our job is to enhance the lives of those people (guests customers passengers etc) to whom we are dedicated to serve Yes it is that simple Our job is to make the lives of others better in a small way or big way it makes no difference Whatever it is we are out to make peoplersquos lives on this planet a little bit better or maybe even a lot better This is our purpose It is where we find meaning We enhance their lives through service and begin by understanding what it is they need The problem is that all of our guests come with many needs Some we can meet some we canrsquot If you can work toward helping them satisfy these needs you can go a long way toward making their lives better through kindness Quality customer service demands that service providers understand what it is that you want Kindness after all comes through understanding Kindness is demonstrated by making everyone feel welcome
Quality customer service also requires that we make all our guests feel so comfortable that they donrsquot need to worry because they are in good hands Whether they deserve it or not they should be made to feel important Why Because we all have a need to feel important This is our job
32
We need to stay focused on the primary purposes of hospitality We need to understand the power of kindness and the importance of satisfying the basic needs of our guests Hospitality and customer service success are found in our ability to enhance the lives of others through how we treat themmdashwith a little cup of kindness
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 17)
FOCUS ON SERVICECHECK YOUR UNDERSTANDING
1 What is the main idea of this reading passage What detail does the author use to support this point
2 According to the article which of these statements would a successful hospitality employee agree withA I always focus on making money when I am workingB I enjoy making the guest feel comfortable and importantC Only the employees who speak with guests need to focus on customer service and kindness
3 Use the vocabulary from the crossword to complete the sentences below Be sure to use the correct form of the wordA Most English teachers try to think about the language___________ of their students when they design their lesson plansB Students who are ___________ to learning English study it every single day These students _________ their high grades and praise from the teacherC The ________ in Rm 118 has checked out He left the housekeepers a large tip for their excellent and fast __________D Irsquom never shopping at this grocery store again The ________ of their food is horribleE Oh no One of the ________________ for my wedding has cancelled
Reading 16 Hotel Guest
Checking Out a Guest CASE STUDY
33
A guest walked up to the front desk agent in an upscale hotel ready to check out As she would usually when checking out a guest the agent asked the guest what his room number was The guest was in a hurry and showed his anxiety by responding ldquoI stay in a hundred hotel rooms and you expect me to remember the room numberrdquo
The agent then asked for the guestrsquos name to which he responded ldquoMy name is Mr Johnsteinrdquo After asking him to repeat himself the agent began to look for the guestrsquos last name but the name was not listed in the computer Because the man had a heavy accent and the agent assumed that she had misunderstood him she politely asked the guest to spell his last name He answered ldquoWhat Are you an idiot The person who checked me into the hotel last night had no problem checking me inrdquo Again the agent looked on the computer to find the guest was not in the system
The guest becoming even more frustrated said ldquoI have a plane to catch and it is ridiculous that it has taken you this long to check me out I also need to fax these papers off but I need to have them photocopied first and the agent responded ldquoThere is a business center at the end of the counter that will fax and photocopy whatever you needrdquo The guest replied ldquoIf I wanted your opinion I would have asked you for it Havenrsquot you ever heard of customer service Isnrsquot this a five star hotel With your bad attitude you should be working in a three star hotel I canrsquot believe they let you work here at the front desk Havenrsquot you found my name yet
The agent who was beginning to get upset asked the guest again to spell out his full name The guest angrily replied ldquoHere are my papers I want faxed if you are capable of faxing themrdquo The agent reached to take the papers and the guest shouted ldquoDonrsquot grab them from my hand You have a bad attitude and if I had more time I would talk to someone about getting you removed from your position to a hotel where they donrsquot require such quality of customer servicerdquo
The agent was very upset but kept herself calm to prevent the guest from getting annoyedThe agent continued to provide service to the guest sending the faxes and making the photocopies he had requested Upon her return the agent again asked the guest to repeat his last name because he had failed to spell it out The guest replied by spelling out his name ldquoJ-o-h-n-s-t-o-n-erdquo The agent was finally able to find his name on the computer and checked him out while he continued to verbally attack her The agent finished by telling the guest to have a nice flight
Discussion Questions1 Should the front desk agent have called the manager over to finish the checkout Or should she deal with the rude customer herself2 Would you have handled the situation the same way If yes explain why If no what would you have done it differently
Prepare to share your ideas with the class
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 pg 159)
34
Reading 17 Trends in Visitor Attractions
Trends in Visitor Attractions
What changes have there been in the development of attractions over the years Think about the difference between attractions when your parents were your age and what they are like now
Take a look at the reading below and see if your predictions were correct
INSIDE TOURISM THE CHANGING FACE OF THE lsquoATTRACTIONS INDUSTRYrsquo
As the wishes and tastes of tourists and visitors change tourist attractions have to change as well In the last twenty or thirty years there have been some significant developmentsNatural attractions like sandy beaches and mountains cannot change very much but there have been developments in particular a concern to preserve the environment and to make any buildings fit into the natural context
Perhaps the greatest changes have been in man-made attractions like museums and historic sites which have been redesigned to make them more interesting and entertaining places to visit while still maintaining their role of teaching visitors about the past In many of them the aim is not just to display the past but to take visitors into the past in an interactive waySome have been converted into lsquoliving museumsrsquo where actors in costumes meet the public and play the roles of characters from the past In others history is made vivid and exciting through the use of realistic waxworks animatronic models sounds and even smells to conjure up a sense of the past
Traditional festivals by definition are unchanging but there has been a trend to increase the number of special events and festivals as cities realize that holding a music festival or an arts event is a good way of attracting tourists
Entertainment and leisure facilities are always having to reinvent themselves In the developed world the simple rectangular swimming pool for example is no longer enough-it has to be a water park with flumes chutes splash zones and wave machines
The tourist is always looking to discover new attractions (as if their happiness depends on it) and because of this the lsquoattractions industryrsquo has to keep on changing
Check your Understanding1 Why do tourist attractions have to change
35
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
List some facts and opinions from Reading One and Reading Two
Reading One Reading Two
Facts
Opinions
Reading 7 Cultural Tourism
Welcome to Rural Vietnam
Welcome to a corner of Asia where you willfind a lifestyle that goes back for centuriesFishing on the Mekong Delta farming in Central Vietnam or crafts in Bac Ninh Provincemdashwhatever your own interest we are sure you will find something to delight you in rural Vietnam
Vinh Long ProvinceLocated between the Tien and Hau rivers the fertile lands of Vinh Long nourish thousands of fruit orchards while the countless small islands provide ideal conditions for ecotourism and observing wildlife In addition you will be able to observe the centuriesmdashold activities of Southern Vietnam such as processing rice paper and traditional Vietnamese cooking Especially interesting in Vinh Long is the opportunity to stay overnight in local residentsrsquo homes There is a small but growing number of private homes that offer home stays At the moment they provide accommodation and entertainment for up to 150 tourists per night
Quang Nam ProvinceFor visitors who want to be really active in their holidays we recommend a visit to one of thevegetable farming villages near the town ofHoi An in the central province of Quang NamHere for a day you can toil shoulder to shoulder with a Vietnamese farmer Hosts and guestswork the land planting rice or collecting vegetables that they sell in the local marketsFor lunch you can get to eat colocynth (similar to a bitter apple) and tom huu which is atraditional dish made of vegetables
Bac Ninh ProvinceThe homeland of Quan Ho art has many traditional trade villages In Xuan Lai village you can find excellent bamboo products especially from black bamboo while Phu Lang is famous for its pottery Thousands of ancient pots have been found here and even today there are
17
about 300 families in the village doing pottery work
Tho Ha is famous for pottery but nowadays it has also started to produce wine Another village that is well known for traditional wines is Van on the bank of the Cau River The villagers here are happy to let visitors photograph their wine being made and to try it or to buy it but the brewing process itself is a secret
Finally Da Hoi is a must This 400 year old trade village is famous for its traditional silk cloth and women there still raise silkworms and weave fabulous fabrics that they sell
Check your Understanding1 What can you do in Quang Nam Province if you are feeling active2 What kind of cultural products can we find in traditional Vietnamese trade villages3 Where can up to 150 tourists per night stay in Vinh Long Province4 Which province would you want to visit most Why
Match the vocabulary word from the reading with its closest definition on the rightDelight WorkNourish Skilled workToil CaterpillarTrade Provide forSilkworms Please
Think about all of the places that you would like to experience culturally Where would you go What would you see and do Discuss your answers with a partnerReport your answers back to the class
(Adapted from Tourism 2 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2009 Pg 48-49)
Reading 8 Tourists in a Fragile Land
ECOTOURISM
VOCABULARY IN CONTEXTGuess what the underlined word means in each numbered sentenceCircle T or F for the statement that follows
1 The desert landscape is very flatT F ldquoLandscaperdquo means the way the land looks
2 We must preserve the rain forest because it is the home of many birds that cannot live anywhere else
T F It would be good to cut down the rain forest now so we can use the wood
18
3 The ozone hole may be dangerous to people who live on the earth It is a hole in the ozone layer
T F The ozone layer is made of gases that protect the earth from the bad effects of the sun
4 Some scientists believe that global warming will cause the ice of Antarctica to meltT F The earth will become too hot
5 That island is inhabited only by birdsT F All kinds of animals live there
6 The highest mountain in the world is Mount Everest I donrsquot know how some people can go there because it is such a harsh place
T F Itrsquos really comfortable
7 Next summer I am going to travel to a very remote part of Asia It will take a long time to get there but I want to go to a place where few visitors have gone
T F This is a place thatrsquos easy to get to from the big city
8 His wife said ldquoThink about the consequences if you lose your jobrdquoT F She might want her husband to think about not having any money to pay
the bills for the family
9 The coastal cities of a country are often popular vacation spots because people like to be near the ocean
T F These places are often in the centre of the country
10 The oceans of the world are vast places of waterT F The oceans are smaller than other places of water
11 The ice on the pond was so fragile that the children couldnrsquot ice skateT F The ice could break easily
Making Predictions Tourists in a Fragile LandYou are going to read an opinion essay about tourism in Antarctica The essay was written by a scientist who works there What do you think his opinion will be Choose one
a Tourists should not visit the Antarctica because they may cause problemsb Tourists should visit Antarctica because there is so much for them to learnc Tourists to Antarctica should pay a special tax to help scientists with their work there
19
Tourists in a Fragile Land
As a scientist working in Antarctica I spend most of my time in the laboratory studying ice I am trying to find out the age of Antarctic ice All we know for certain is that it is the oldest ice in the world The more we understand it the more we will understand the changing weather of the Earth Today I had to leave my work to greet a group of tourists who were taking a vacation in this continent of ice And although I can appreciate their desire to experience this beautiful landscape I feel Antarctica should be closed to tourists
Antarctica is a place of important scientific research and it must be kept only for this purpose Many scientists are using Antarctica to study the effects of the ozone hole that was discovered above Antarctica in 1984 They are also trying to understand global warming If the earthrsquos temperature continues to rise the health and safety of every living thing on the planet will be affected Also biologists and botanists study the animals and plants that live on the frozen land trying to understand how life can live in such a harsh environment
When tourists come here they can hurt the environment and interrupt our research Many scientists complain that tourists leave garbage on beaches and disturb the plants and animals In a place like Antarctica it can take 100 years for a plant to grow back after it was picked andtourists taking pictures of baby penguins from cruise ships caused an oil spill that killed many penguins and destroyed a 5 year research project
There is no government here and it is owned by no one Who will protect it Who is responsible for it The scientists are trying but the tour companies making money by sending tourists south are not If we donrsquot protect Antarctica now there may be serious consequences for everyone The ice here holds 70 of the worldrsquos fresh water If the ice melts it will cause devastating floods The ice also acts as a natural air conditioner for our planet Clearly Antarctica should remain a place for careful and controlled scientific research The only way to protect this fragile and important part of the planet is to stop tourists from travelling to Antarctica
Tourists in a Fragile Land1 Look at your prediction you chose about Tourists in a Fragile Land Was your prediction correct
2 Number the following main ideas in the order they appear in the reading
_______ Antarctica has no government_______ The entire world may be affected by problems in Antarctica_______ Many different scientists learn new things by studying Antarctica
20
3 Complete the following outline of the reading with details to support the pointsa Scientists learn new things in Antarctica because it is different from other places How is it different
i ______________ ice in the worldii Itrsquos plants and animals live in a very _____________ environment
b Problems in Antarctica may affect the worldi There is a large ________________ above Antarcticaii It has ____________ of the worldrsquos fresh wateriii The ice acts as a natural _________________ for the earth keeping it cool
4 The following statements are false Rewrite the false statements to make them truea The oil spill caused by a cruise ship killed many scientistsb The writer of the essay knows the age of Antarctic icec Biologists and Botanists study the scientists that live on Antarctica
Reading 9 Travel Journal A Tourists Experience
Travel Journal ndash A Touristrsquos ExperienceChile South America February 16The sunlight was shining so brightly as our plane flew over the snow covered Andes mountains which seem to go on forever
Island of Cape Horn February 16We spent the morning at a small church named Star of the Sea This is a quiet place where visitors are invited to remember all of the international sailors who died here They were all trying to sail around the southern part of South America and many of them lost their lives at sea
Drake Passage-aboard the tour ship Explorer February 19We were welcomed today by the captain and crew They gave us warm Antarctic jackets and introduced themselves to us Sea birds followed the ship closely sailing in the cold wind As we headed south we saw a pink ship in the distance Our captain explained that it was not a ship but an iceberg-the first one of our trip The more I saw the more I wanted to learn about this unique and beautiful place
Deception Island Antarctica February 21We landed on Bailey Head where thousands and thousands of penguins greeted us The crew gave us rules to follow to protect the environment We were told to bring all of the trash that we could find on the ice back to the boat because a scientist on the ship is studying how much garbage is created by tourists in Antarctica each year We were also told not to disturb or feed the penguins because it is harmful for them
21
Paradise Bay Antarctica February 25Today we reached the mainland of the continent Our guide helped us walk through snow to the peak of an iceberg 500 feet above the sea We heard the noisy sound of penguins and later we explored the mountains of ice in motorized rafts It was incredible I always thought ice was white but here in Antarctica it is blue because it absorbs all of the colours of the rainbow except blue All around us are mountains of ice that no one has ever explored It amazed me to think that no human has ever walked on these It is so beautiful We need to help protect this special environment When I get home it will be hard for me to explain what my trip was like but I will try
A Travel Journal
1 What kind of person do you think this tourist is2 Do you think she did anything that was dangerous to Antarctica Explain3 Which part of her trip did she enjoy the most Which part would you enjoy the most4 What did people do on this trip to protect Antarctica and keep it clean5 The chart below compares the views of the scientist with the views of the tourist Look back at Tourists in a Fragile Land and A Travel Journal and fill in the missing information
OPINIONS OF THE SCIENTIST OPINIONS OF THE TOURIST
1 The Antarctic environment must be preserved for research
1 As tourists learn about Antarctica and return home to tell their friends and family about its importance they may want to help preserve the environment of Antarctica
2 2 Tourists can help scientists with their experiments (collecting garbage for research)
3 Tourists donrsquot care aboutAntarctica
3
6 Which opinion do you agree with more-the scientists or the tourists Are there certain places in the world tourists shouldnrsquot be allowed to travel
(Adapted from Northstar Reading and Writing Intermediate 2nd ed Unit 6)
22
Reading 10 GAP Adventures
CORPORATE PROFILE GAP ADVENTURES
If you are tired of the one-week-in-the-Florida-sun vacation and want to do something exciting and off the beaten path then GAP Adventures is the perfect company to turn to They provide more than 600 different itineraries in more than 100 countries and have during the last yearsgiven more than 20 000 travelers the adventure of their lifetime This year approximately 15 million more people are expected to visit their web site some of them to change their lives forever
Their philosophy ldquoThe Freedom of Independent Travel with the Security of a Grouprdquo has been practiced since the start They respect their travelers as individuals and there is no requirement to be athletic to go on one of their trips The only thing needed is to have the spirit of adventure and the desire to experience a world totally different from what you areaccustomed to
Also the concept of responsible tourism is very important to GAP Adventures and they come and go and interact with the local populations leaving behind them only footprints Their commitment is to support local people and communities and to protect the environment they travel in To that end GAP Adventures developed Planeterra-the GAP Adventures Foundation that gives back to the people and communities their passengers visit on their trips
They hire people in different departments like Operations Product Sales and Marketing employing more than 300 staff worldwide Maybe the most obvious choice for you is the position as a GAP Tour Leader In this position you make peoplersquos holiday dreams come true and make sure all passengers have an enjoyable time
The local hostel where you spend the night is your home and your office is your backpack On your way to work you might have to hike the Inca Trail or canoe down the Amazon River This is the perfect job for you if you are passionate about different cultures travel and care about sustainable tourism
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 73)
GAP Adventures1 Match the following words from the reading on the left to words on the right that are closest in meaningAccustomed Spirit of adventureItineraries Philosophy Desire
uncommon placecourageresponsibleguiding beliefinterest
23
Off the beaten path Sustainable
familiar witha planned route
2 How is GAP different from other holiday tour operators3 What does ldquoleaving behind them only footprintsrdquo mean4 What is Planterra5 True or Falsea The GAP philosophy is ldquoThe Freedom of Independent Travel Without the Security of a Grouprdquob GAP Tour Leader is the perfect job for you if you like to be alone and sleep on the beach all dayc GAP Adventures has traveled with more than 20 000 travelersd Travelers must be athletic to travel with GAP
Reading 11 A Day in the Life of Richard Spacey
A DAY IN THE LIFE OF RICHARD SPACEYCruise Director Royal Caribbean International
Voyager of the Seas one of the largest and most innovative cruise ships ever built has a total guest capacity of 3700 with 1200 crew members Voyager of the Seas is a revolution in the cruising industry A floating city she features the worldrsquos first floating ice skating rink a rock climbing wall an inline skating track and the largest and most advanced theatre on the seas There is a four-story Royal Promenade shopping and entertainment area the entire length of the shop that acts as the main area for the ships activities and entertainment Cruise director Richard Spacey was very important in organizing the entertainment and activities program aboard with a support staff of 130 people What follows is an account of a day in the life of the cruise director of one of the largest cruise ships in the world
MONDAYmdashFIRST DAY AT SEA
730-830 am- Yesterday 3650 guests came aboard the ship in Miami and we headed for our first port of call Labadee our own private island on the coast of Hispaniola Before most of our guests arrive I plan and submit our daily activities schedule for the whole voyage to our hotel director Three couples were married in the wedding chapel yesterday and they are included in the 108 couples that have chosen to spend their honeymoon with us I have organized a special party later in the week to celebrate this happy occasion The youth activities manager reports that there are more than 600 children aboard ranging in age from 3 to 17 We offer a special deck and pool areaarcade for children in addition to our extensive youth facilities which include a teen dance hall
24
I oversee the cruise management team consisting of youth activities international guests shore excursions and business group functions including seminars group meetings presentations and cocktail parties
845-930am- Hotel directorrsquos meeting All of the division heads in the Hotel Department meet to discuss the daily operation of this floating hotel Todayrsquos agenda includes a monthly safety meeting Each division head presents his or her monthly report on safety and environmental protection Hospitality and the safety of our guests and crew are our top priorities
945-1030am- The start of my public duties I give a daily announcement and an explanation of all the activities and entertainment happening on the ship I start my morning walk around Time to start the first session of Jackpot BINGO for the week I walk by two acrobats performing for our guests on deck to entertain them They play different characters through the cruise and add quite a lot to the guest experience
The ice rink is busy with guests skating at our first All Skate session There are several sessions throughout the day The ice skating cast of performers are responsible for running the session as well as skating in our Ice Show
1100-1200noon-Time to change out of my day uniform into a business suit and put on stage makeup for the taping of our onboard talk show called ldquoVoyager Liverdquo I am one of the main sources for revenue making on board The television show is great on a small floating city 37 channels offer safety information music shopping tips CNBC CNN ESPN and free movies in several languages
Noon - Lunch with the staff in the Officers and Staff Dining Room
100-230pm -Change out of my business suit into shorts and a t-shirt to introduce the Belly Flop Competition at 130 at the pool Always a ldquobigrdquo event among our guests Quite a few laughs This is followed by cruise style horse racing We pick six people who move six wooden horses by a roll of the dice The betting is fierce as all of the guests cheer their favourite horses on Everyone loves the horse racing I am the track announcer for three horse races
I stop by the Sports Court to check out the action The sports court is full of families enjoying our Family Hour activities with the youth staff We offer a nine hole mini golf course golf driving simulator full court basketballvolleyball inline skating table tennis and a rock climbing wall that rises up 200 feet
300-830pm -First a POWER NAP The day will not end until about 1230am Being available all of the time is very exhausting The nap will help me stay up late
After I go back to the office to catch up on email and help organize the office It is also time to work on budgets and revenue predictions for next year
25
At dinner hour I got to the main deck to speak with the guests at the Welcome Aboard reception The captain gives his welcome speech and then we send them off to their dinner or the show at 830
At 830 I meet in the Champagne Bar with the hotel director before dinner Tonight we will entertain guests who are on their 50th cruise and also a company who is thinking of booking 700 guests on a future cruise with us
900-1230am -I introduce the entertainment for the night in our main theatre for the guests After dinner and dessert I introduce the same show for the second seating and watch the show for quality control After the show finishes I do a final walk around the lounges on the ship with my assistant We have live music playing everywhere and karaoke has just finished in one of the main lounges The dance hall is full because of singlesrsquo night tonight and there are a few couples enjoying music in the Jazz club
A long full day Time for bed because I have to be on the deck at 800 am to welcome our guests to our first destination Labadee
Discussion Questions
PART A (730-945am)1 What does Richard do before most of the guests arrive2 How many guests are on the Voyager of the Seas How many of those are children3 What departments does Richard Spacey oversee as Cruise Director4 What is the agenda at the Hotel Directorrsquos meeting
PART B (945-100pm)1 What kind of announcement does Richard make at 9452 Who does he meet performing on the deck and what are they doing3 What two activities has Richard organized to start during this time4 Why does Richard have to change into a business suit at 11
PART C (100-830pm)1 Why does Richard change out of his business suit and into a pair of shorts2 What two events are very popular among the cruise ship guests3 What services do they offer at the Sports Court
PART D (830pm-1230am)1 Why does Richard take a nap during the middle of his business day2 Who does Richard have dinner with at 830 Why are they special3 What events has Richard organized to occur at night for the guests
26
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 53-54)
Follow up ndash Watch Royal Caribbean movie Royal Reunion directed by James Brolin Find on youtube New Royal Caribbean Movie Royal Reunion -- The Short Film Directed by amp Starring James Brolin or on Royal Caribbean website wwwroyalcaribbeancom
Reading 12 Focus on Recreation Hospitality and Recreation Inextricably Intertwined
FOCUS ON RECREATION Hospitality and Recreation Inextricably Intertwined
By Bart Bartlett PhD Professor Penn State Universityrsquos School of Hospitality Management
Americans have more leisure time than ever before and as leisure time has grown leisure activities have evolved and grown as well As a result there are many opportunities for recreation and for careers in recreation management This includes positions in commercial recreation (resorts themed resorts the ski industry) in non commercial recreation (national parks) and in golf clubs and sports venues
In many situations recreation and hospitality go hand in hand When a ski trip combines recreation on the slopes with food and beverage services in the hotel or when a hotel guest uses the hotelrsquos business services and the spa recreation and hospitality are both involved When a convention centre hotel provides rooms food and beverage coordinates meetings and also organizes group activities during the conference hospitality and recreation begin to merge
Resorts and resort hotels are an example of the combination of hospitality and recreation A mega-resort such as Walt Disney World Resort provides a clear example of this point On a Disney vacation a family may enjoy lodging and food and beverage services provided by hotel staff and management trained in hospitality go into the park itself to enjoy attractions and shows arranged and managed by a recreation specialist take a break to enjoy foodservice provided by a hospitality provider and at the end of the day enjoy dinner provided by the hospitality staff and entertainment or dancing arranged by a recreation professional
From this example alone it is clear that the commonalities in settings services and focus on guest satisfaction indicate that hospitality and recreation do indeed work together closely
VOCABULARY
27
Look at the words below With a partner try to think of the definitions of the words below by looking at the words in context from the readings Write down the definitions and compare with another set of partners
EVOLVEDOPPORTUNITIESCOMMERCIALVENUESGO HAND IN HANDCOORDINATESMERGEMEGACOMMONALITIES
Check your Understanding1 What are some areas where you can work in recreation management2 List 3 examples where hospitality and recreation ldquogo hand in handrdquo3 Think of some other places like Walt Disney World where hospitality and recreation work closely together Explain how the two work together
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 374)
Reading 13 Beverage Industry
Java Coffee House CASE STUDY
Michelle Wong is manager of the Java Coffee House at a busy location on Union Street in San Francisco USA Michelle says that there are several challenges in operating a busy coffeehouse such as training staff to handle unusual circumstances For example one guest consumed a cup of coffee and ate two-
thirds (23) of a piece of cake and then said he didnrsquot like the cake so didnrsquot want to pay for his order
Another problem is suppliers who quote good prices to get her business and then two weeks later raise the price of some of the items Michelle says that the young employees she has at the Java Coffee House are her greatest challenge of all According to Michelle there are four kinds of employeesmdashlazy good but not responsible those who steal and great ones who are no trouble
Discussion Questions
28
1 What are some suggestions for training staff to handle unusual circumstances like the one in the case study
2 How do you ensure that suppliers are delivering the product atthe price promised
3 What do you do with lazy employees
4 What do you do with irresponsible employees
5 How do you deal with employees who steal
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 340)
Reading 14 Corporate Profile Starwoods Hotels
Corporate Profile Starwood Hotels
Starwood is one of the worldrsquos largest hotel and leisure companies Its brand names include St Regis the Luxury Collection Sheraton Westin W and Four Points by Sheraton Through these brands Starwood is well represented in most major markets around the world
Operations are grouped into two business segments hotels and vacation ownership operations Revenues and earnings come primarily from hotel operations which include the operation of owned hotels management and other fees earned from hotels managed through contracts and the collection of franchise fees
Second Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80countries and is made up of 140 hotels
29
Next Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts There are 19 vacation ownership resorts in the United States and the Bahamas
Fourth Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition The luxury brands continue to find new customers while maintaining loyalty among the worldrsquos most active travelers The strength of the Starwood brand is proven by superior ratings received from hotel guests and industry magazines The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list
Fifth Starwood has sophisticated and diverse hotel properties throughout the world including the St Regis in New York City the Phoenician in Scottsdale Arizona the Hotel Gritti Palace in Venice Italy the St Regis in Beijing Chinarsquo and the Westin Palace in Madrid Spain These are among the leading hotels in the industry and they provide the highest quality and service
Finally Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises Starwood plans to meet these goals by taking advantageof its large customer base and reach in the industry to reduce costs The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals more challenging
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 566)
Match the sentence parts to make correct definitions1 Starwoodrsquos strong brand a comes primarily from hotels2 Revenue at Starwood b is proven by high ratings from guests and industry
magazines3 Luxury and upscale hotels c help to increase Starwoodrsquos global presence totaling 733
hotels4 Franchised hotels d continue to visit Starwood hotels because of the high
quality and service5 Loyal Travellers e represent the majority of Starwoodrsquos hotel properties
Look at the statements below Put lsquoMrsquo next to the statement that is the MAIN IDEA Put lsquoSrsquo next to the statement that is a SUPPORTING IDEA or DETAILParagraph 1a Starwood is one of the worldrsquos largest hotel and leisure companies _______b Operations are grouped into two business segments hotels and vacation ownership operations ______
Paragraph 2
30
a Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80 countries and is made up of 140 hotels ______b Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry ______
Paragraph 3a There are 19 vacation ownership resorts in the United States and the Bahamas _______b Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts ______
Paragraph 4a Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition _______b The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list ______
Paragraph 5a These are among the leading hotels in the industry and they provide the highest quality and service ______b Starwood has sophisticated and diverse hotel properties throughout the world _____
Paragraph 6a Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises ______b The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals morechallenging ______
Match each word from the reading with a definition Write the letter of the definition next to the word1 Brand a worldly cultured and refined2 Revenue b a part of the whole3 Segment c different in design and services4 Loyalty d a product or image created by a company5 Sophisticated e make good use of something for personal benefit6 Upscale f above average in quality of high rank7 Diverse g permission given by one company to another to sell its products
and services8 To take advantage of h income9 Franchise i expensive and wealthy sector of the market10 Superior j support and confidence in a person or company
31
Complete each sentence below using one of the words from above Be sure to use the correct form of the word Not all words will be used1 The company decided to hire Nicholas over all the other applicants because he had __________ skills and experience2 Companies reward customers for their __________3 John spoke with the manager at his local McDonalds to see how he could open up his own ____________4 Elena has travelled all over the world and she can speak 4 different languages She is so ______________
Reading 15 Hospitality is Offering a Cup of Kindness
FOCUS ON SERVICEHospitality is Offering a Cup of Kindness
William B Martin Cal TechmdashMonterey Bay
Customer service is the primary focus of hospitality It is what hospitality is all aboutmdashwhat we do If you are interested in a hospitality career it is important to understand and learn as much as possible about customer service and particularly how to be successful at it Your success will come from a complete understanding of hospitality
Letrsquos begin by exploring why we provide hospitality Why are hospitality businesses in business What is the primary purpose of a foodservice operation A lodging travel or tourism related business Is it just for money Many of you might answer lsquoyesrsquo to this question But as you will see hospitality is much more than just about money Money is important but it is not the primary purpose of hospitality
Our job is to enhance the lives of those people (guests customers passengers etc) to whom we are dedicated to serve Yes it is that simple Our job is to make the lives of others better in a small way or big way it makes no difference Whatever it is we are out to make peoplersquos lives on this planet a little bit better or maybe even a lot better This is our purpose It is where we find meaning We enhance their lives through service and begin by understanding what it is they need The problem is that all of our guests come with many needs Some we can meet some we canrsquot If you can work toward helping them satisfy these needs you can go a long way toward making their lives better through kindness Quality customer service demands that service providers understand what it is that you want Kindness after all comes through understanding Kindness is demonstrated by making everyone feel welcome
Quality customer service also requires that we make all our guests feel so comfortable that they donrsquot need to worry because they are in good hands Whether they deserve it or not they should be made to feel important Why Because we all have a need to feel important This is our job
32
We need to stay focused on the primary purposes of hospitality We need to understand the power of kindness and the importance of satisfying the basic needs of our guests Hospitality and customer service success are found in our ability to enhance the lives of others through how we treat themmdashwith a little cup of kindness
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 17)
FOCUS ON SERVICECHECK YOUR UNDERSTANDING
1 What is the main idea of this reading passage What detail does the author use to support this point
2 According to the article which of these statements would a successful hospitality employee agree withA I always focus on making money when I am workingB I enjoy making the guest feel comfortable and importantC Only the employees who speak with guests need to focus on customer service and kindness
3 Use the vocabulary from the crossword to complete the sentences below Be sure to use the correct form of the wordA Most English teachers try to think about the language___________ of their students when they design their lesson plansB Students who are ___________ to learning English study it every single day These students _________ their high grades and praise from the teacherC The ________ in Rm 118 has checked out He left the housekeepers a large tip for their excellent and fast __________D Irsquom never shopping at this grocery store again The ________ of their food is horribleE Oh no One of the ________________ for my wedding has cancelled
Reading 16 Hotel Guest
Checking Out a Guest CASE STUDY
33
A guest walked up to the front desk agent in an upscale hotel ready to check out As she would usually when checking out a guest the agent asked the guest what his room number was The guest was in a hurry and showed his anxiety by responding ldquoI stay in a hundred hotel rooms and you expect me to remember the room numberrdquo
The agent then asked for the guestrsquos name to which he responded ldquoMy name is Mr Johnsteinrdquo After asking him to repeat himself the agent began to look for the guestrsquos last name but the name was not listed in the computer Because the man had a heavy accent and the agent assumed that she had misunderstood him she politely asked the guest to spell his last name He answered ldquoWhat Are you an idiot The person who checked me into the hotel last night had no problem checking me inrdquo Again the agent looked on the computer to find the guest was not in the system
The guest becoming even more frustrated said ldquoI have a plane to catch and it is ridiculous that it has taken you this long to check me out I also need to fax these papers off but I need to have them photocopied first and the agent responded ldquoThere is a business center at the end of the counter that will fax and photocopy whatever you needrdquo The guest replied ldquoIf I wanted your opinion I would have asked you for it Havenrsquot you ever heard of customer service Isnrsquot this a five star hotel With your bad attitude you should be working in a three star hotel I canrsquot believe they let you work here at the front desk Havenrsquot you found my name yet
The agent who was beginning to get upset asked the guest again to spell out his full name The guest angrily replied ldquoHere are my papers I want faxed if you are capable of faxing themrdquo The agent reached to take the papers and the guest shouted ldquoDonrsquot grab them from my hand You have a bad attitude and if I had more time I would talk to someone about getting you removed from your position to a hotel where they donrsquot require such quality of customer servicerdquo
The agent was very upset but kept herself calm to prevent the guest from getting annoyedThe agent continued to provide service to the guest sending the faxes and making the photocopies he had requested Upon her return the agent again asked the guest to repeat his last name because he had failed to spell it out The guest replied by spelling out his name ldquoJ-o-h-n-s-t-o-n-erdquo The agent was finally able to find his name on the computer and checked him out while he continued to verbally attack her The agent finished by telling the guest to have a nice flight
Discussion Questions1 Should the front desk agent have called the manager over to finish the checkout Or should she deal with the rude customer herself2 Would you have handled the situation the same way If yes explain why If no what would you have done it differently
Prepare to share your ideas with the class
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 pg 159)
34
Reading 17 Trends in Visitor Attractions
Trends in Visitor Attractions
What changes have there been in the development of attractions over the years Think about the difference between attractions when your parents were your age and what they are like now
Take a look at the reading below and see if your predictions were correct
INSIDE TOURISM THE CHANGING FACE OF THE lsquoATTRACTIONS INDUSTRYrsquo
As the wishes and tastes of tourists and visitors change tourist attractions have to change as well In the last twenty or thirty years there have been some significant developmentsNatural attractions like sandy beaches and mountains cannot change very much but there have been developments in particular a concern to preserve the environment and to make any buildings fit into the natural context
Perhaps the greatest changes have been in man-made attractions like museums and historic sites which have been redesigned to make them more interesting and entertaining places to visit while still maintaining their role of teaching visitors about the past In many of them the aim is not just to display the past but to take visitors into the past in an interactive waySome have been converted into lsquoliving museumsrsquo where actors in costumes meet the public and play the roles of characters from the past In others history is made vivid and exciting through the use of realistic waxworks animatronic models sounds and even smells to conjure up a sense of the past
Traditional festivals by definition are unchanging but there has been a trend to increase the number of special events and festivals as cities realize that holding a music festival or an arts event is a good way of attracting tourists
Entertainment and leisure facilities are always having to reinvent themselves In the developed world the simple rectangular swimming pool for example is no longer enough-it has to be a water park with flumes chutes splash zones and wave machines
The tourist is always looking to discover new attractions (as if their happiness depends on it) and because of this the lsquoattractions industryrsquo has to keep on changing
Check your Understanding1 Why do tourist attractions have to change
35
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
about 300 families in the village doing pottery work
Tho Ha is famous for pottery but nowadays it has also started to produce wine Another village that is well known for traditional wines is Van on the bank of the Cau River The villagers here are happy to let visitors photograph their wine being made and to try it or to buy it but the brewing process itself is a secret
Finally Da Hoi is a must This 400 year old trade village is famous for its traditional silk cloth and women there still raise silkworms and weave fabulous fabrics that they sell
Check your Understanding1 What can you do in Quang Nam Province if you are feeling active2 What kind of cultural products can we find in traditional Vietnamese trade villages3 Where can up to 150 tourists per night stay in Vinh Long Province4 Which province would you want to visit most Why
Match the vocabulary word from the reading with its closest definition on the rightDelight WorkNourish Skilled workToil CaterpillarTrade Provide forSilkworms Please
Think about all of the places that you would like to experience culturally Where would you go What would you see and do Discuss your answers with a partnerReport your answers back to the class
(Adapted from Tourism 2 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2009 Pg 48-49)
Reading 8 Tourists in a Fragile Land
ECOTOURISM
VOCABULARY IN CONTEXTGuess what the underlined word means in each numbered sentenceCircle T or F for the statement that follows
1 The desert landscape is very flatT F ldquoLandscaperdquo means the way the land looks
2 We must preserve the rain forest because it is the home of many birds that cannot live anywhere else
T F It would be good to cut down the rain forest now so we can use the wood
18
3 The ozone hole may be dangerous to people who live on the earth It is a hole in the ozone layer
T F The ozone layer is made of gases that protect the earth from the bad effects of the sun
4 Some scientists believe that global warming will cause the ice of Antarctica to meltT F The earth will become too hot
5 That island is inhabited only by birdsT F All kinds of animals live there
6 The highest mountain in the world is Mount Everest I donrsquot know how some people can go there because it is such a harsh place
T F Itrsquos really comfortable
7 Next summer I am going to travel to a very remote part of Asia It will take a long time to get there but I want to go to a place where few visitors have gone
T F This is a place thatrsquos easy to get to from the big city
8 His wife said ldquoThink about the consequences if you lose your jobrdquoT F She might want her husband to think about not having any money to pay
the bills for the family
9 The coastal cities of a country are often popular vacation spots because people like to be near the ocean
T F These places are often in the centre of the country
10 The oceans of the world are vast places of waterT F The oceans are smaller than other places of water
11 The ice on the pond was so fragile that the children couldnrsquot ice skateT F The ice could break easily
Making Predictions Tourists in a Fragile LandYou are going to read an opinion essay about tourism in Antarctica The essay was written by a scientist who works there What do you think his opinion will be Choose one
a Tourists should not visit the Antarctica because they may cause problemsb Tourists should visit Antarctica because there is so much for them to learnc Tourists to Antarctica should pay a special tax to help scientists with their work there
19
Tourists in a Fragile Land
As a scientist working in Antarctica I spend most of my time in the laboratory studying ice I am trying to find out the age of Antarctic ice All we know for certain is that it is the oldest ice in the world The more we understand it the more we will understand the changing weather of the Earth Today I had to leave my work to greet a group of tourists who were taking a vacation in this continent of ice And although I can appreciate their desire to experience this beautiful landscape I feel Antarctica should be closed to tourists
Antarctica is a place of important scientific research and it must be kept only for this purpose Many scientists are using Antarctica to study the effects of the ozone hole that was discovered above Antarctica in 1984 They are also trying to understand global warming If the earthrsquos temperature continues to rise the health and safety of every living thing on the planet will be affected Also biologists and botanists study the animals and plants that live on the frozen land trying to understand how life can live in such a harsh environment
When tourists come here they can hurt the environment and interrupt our research Many scientists complain that tourists leave garbage on beaches and disturb the plants and animals In a place like Antarctica it can take 100 years for a plant to grow back after it was picked andtourists taking pictures of baby penguins from cruise ships caused an oil spill that killed many penguins and destroyed a 5 year research project
There is no government here and it is owned by no one Who will protect it Who is responsible for it The scientists are trying but the tour companies making money by sending tourists south are not If we donrsquot protect Antarctica now there may be serious consequences for everyone The ice here holds 70 of the worldrsquos fresh water If the ice melts it will cause devastating floods The ice also acts as a natural air conditioner for our planet Clearly Antarctica should remain a place for careful and controlled scientific research The only way to protect this fragile and important part of the planet is to stop tourists from travelling to Antarctica
Tourists in a Fragile Land1 Look at your prediction you chose about Tourists in a Fragile Land Was your prediction correct
2 Number the following main ideas in the order they appear in the reading
_______ Antarctica has no government_______ The entire world may be affected by problems in Antarctica_______ Many different scientists learn new things by studying Antarctica
20
3 Complete the following outline of the reading with details to support the pointsa Scientists learn new things in Antarctica because it is different from other places How is it different
i ______________ ice in the worldii Itrsquos plants and animals live in a very _____________ environment
b Problems in Antarctica may affect the worldi There is a large ________________ above Antarcticaii It has ____________ of the worldrsquos fresh wateriii The ice acts as a natural _________________ for the earth keeping it cool
4 The following statements are false Rewrite the false statements to make them truea The oil spill caused by a cruise ship killed many scientistsb The writer of the essay knows the age of Antarctic icec Biologists and Botanists study the scientists that live on Antarctica
Reading 9 Travel Journal A Tourists Experience
Travel Journal ndash A Touristrsquos ExperienceChile South America February 16The sunlight was shining so brightly as our plane flew over the snow covered Andes mountains which seem to go on forever
Island of Cape Horn February 16We spent the morning at a small church named Star of the Sea This is a quiet place where visitors are invited to remember all of the international sailors who died here They were all trying to sail around the southern part of South America and many of them lost their lives at sea
Drake Passage-aboard the tour ship Explorer February 19We were welcomed today by the captain and crew They gave us warm Antarctic jackets and introduced themselves to us Sea birds followed the ship closely sailing in the cold wind As we headed south we saw a pink ship in the distance Our captain explained that it was not a ship but an iceberg-the first one of our trip The more I saw the more I wanted to learn about this unique and beautiful place
Deception Island Antarctica February 21We landed on Bailey Head where thousands and thousands of penguins greeted us The crew gave us rules to follow to protect the environment We were told to bring all of the trash that we could find on the ice back to the boat because a scientist on the ship is studying how much garbage is created by tourists in Antarctica each year We were also told not to disturb or feed the penguins because it is harmful for them
21
Paradise Bay Antarctica February 25Today we reached the mainland of the continent Our guide helped us walk through snow to the peak of an iceberg 500 feet above the sea We heard the noisy sound of penguins and later we explored the mountains of ice in motorized rafts It was incredible I always thought ice was white but here in Antarctica it is blue because it absorbs all of the colours of the rainbow except blue All around us are mountains of ice that no one has ever explored It amazed me to think that no human has ever walked on these It is so beautiful We need to help protect this special environment When I get home it will be hard for me to explain what my trip was like but I will try
A Travel Journal
1 What kind of person do you think this tourist is2 Do you think she did anything that was dangerous to Antarctica Explain3 Which part of her trip did she enjoy the most Which part would you enjoy the most4 What did people do on this trip to protect Antarctica and keep it clean5 The chart below compares the views of the scientist with the views of the tourist Look back at Tourists in a Fragile Land and A Travel Journal and fill in the missing information
OPINIONS OF THE SCIENTIST OPINIONS OF THE TOURIST
1 The Antarctic environment must be preserved for research
1 As tourists learn about Antarctica and return home to tell their friends and family about its importance they may want to help preserve the environment of Antarctica
2 2 Tourists can help scientists with their experiments (collecting garbage for research)
3 Tourists donrsquot care aboutAntarctica
3
6 Which opinion do you agree with more-the scientists or the tourists Are there certain places in the world tourists shouldnrsquot be allowed to travel
(Adapted from Northstar Reading and Writing Intermediate 2nd ed Unit 6)
22
Reading 10 GAP Adventures
CORPORATE PROFILE GAP ADVENTURES
If you are tired of the one-week-in-the-Florida-sun vacation and want to do something exciting and off the beaten path then GAP Adventures is the perfect company to turn to They provide more than 600 different itineraries in more than 100 countries and have during the last yearsgiven more than 20 000 travelers the adventure of their lifetime This year approximately 15 million more people are expected to visit their web site some of them to change their lives forever
Their philosophy ldquoThe Freedom of Independent Travel with the Security of a Grouprdquo has been practiced since the start They respect their travelers as individuals and there is no requirement to be athletic to go on one of their trips The only thing needed is to have the spirit of adventure and the desire to experience a world totally different from what you areaccustomed to
Also the concept of responsible tourism is very important to GAP Adventures and they come and go and interact with the local populations leaving behind them only footprints Their commitment is to support local people and communities and to protect the environment they travel in To that end GAP Adventures developed Planeterra-the GAP Adventures Foundation that gives back to the people and communities their passengers visit on their trips
They hire people in different departments like Operations Product Sales and Marketing employing more than 300 staff worldwide Maybe the most obvious choice for you is the position as a GAP Tour Leader In this position you make peoplersquos holiday dreams come true and make sure all passengers have an enjoyable time
The local hostel where you spend the night is your home and your office is your backpack On your way to work you might have to hike the Inca Trail or canoe down the Amazon River This is the perfect job for you if you are passionate about different cultures travel and care about sustainable tourism
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 73)
GAP Adventures1 Match the following words from the reading on the left to words on the right that are closest in meaningAccustomed Spirit of adventureItineraries Philosophy Desire
uncommon placecourageresponsibleguiding beliefinterest
23
Off the beaten path Sustainable
familiar witha planned route
2 How is GAP different from other holiday tour operators3 What does ldquoleaving behind them only footprintsrdquo mean4 What is Planterra5 True or Falsea The GAP philosophy is ldquoThe Freedom of Independent Travel Without the Security of a Grouprdquob GAP Tour Leader is the perfect job for you if you like to be alone and sleep on the beach all dayc GAP Adventures has traveled with more than 20 000 travelersd Travelers must be athletic to travel with GAP
Reading 11 A Day in the Life of Richard Spacey
A DAY IN THE LIFE OF RICHARD SPACEYCruise Director Royal Caribbean International
Voyager of the Seas one of the largest and most innovative cruise ships ever built has a total guest capacity of 3700 with 1200 crew members Voyager of the Seas is a revolution in the cruising industry A floating city she features the worldrsquos first floating ice skating rink a rock climbing wall an inline skating track and the largest and most advanced theatre on the seas There is a four-story Royal Promenade shopping and entertainment area the entire length of the shop that acts as the main area for the ships activities and entertainment Cruise director Richard Spacey was very important in organizing the entertainment and activities program aboard with a support staff of 130 people What follows is an account of a day in the life of the cruise director of one of the largest cruise ships in the world
MONDAYmdashFIRST DAY AT SEA
730-830 am- Yesterday 3650 guests came aboard the ship in Miami and we headed for our first port of call Labadee our own private island on the coast of Hispaniola Before most of our guests arrive I plan and submit our daily activities schedule for the whole voyage to our hotel director Three couples were married in the wedding chapel yesterday and they are included in the 108 couples that have chosen to spend their honeymoon with us I have organized a special party later in the week to celebrate this happy occasion The youth activities manager reports that there are more than 600 children aboard ranging in age from 3 to 17 We offer a special deck and pool areaarcade for children in addition to our extensive youth facilities which include a teen dance hall
24
I oversee the cruise management team consisting of youth activities international guests shore excursions and business group functions including seminars group meetings presentations and cocktail parties
845-930am- Hotel directorrsquos meeting All of the division heads in the Hotel Department meet to discuss the daily operation of this floating hotel Todayrsquos agenda includes a monthly safety meeting Each division head presents his or her monthly report on safety and environmental protection Hospitality and the safety of our guests and crew are our top priorities
945-1030am- The start of my public duties I give a daily announcement and an explanation of all the activities and entertainment happening on the ship I start my morning walk around Time to start the first session of Jackpot BINGO for the week I walk by two acrobats performing for our guests on deck to entertain them They play different characters through the cruise and add quite a lot to the guest experience
The ice rink is busy with guests skating at our first All Skate session There are several sessions throughout the day The ice skating cast of performers are responsible for running the session as well as skating in our Ice Show
1100-1200noon-Time to change out of my day uniform into a business suit and put on stage makeup for the taping of our onboard talk show called ldquoVoyager Liverdquo I am one of the main sources for revenue making on board The television show is great on a small floating city 37 channels offer safety information music shopping tips CNBC CNN ESPN and free movies in several languages
Noon - Lunch with the staff in the Officers and Staff Dining Room
100-230pm -Change out of my business suit into shorts and a t-shirt to introduce the Belly Flop Competition at 130 at the pool Always a ldquobigrdquo event among our guests Quite a few laughs This is followed by cruise style horse racing We pick six people who move six wooden horses by a roll of the dice The betting is fierce as all of the guests cheer their favourite horses on Everyone loves the horse racing I am the track announcer for three horse races
I stop by the Sports Court to check out the action The sports court is full of families enjoying our Family Hour activities with the youth staff We offer a nine hole mini golf course golf driving simulator full court basketballvolleyball inline skating table tennis and a rock climbing wall that rises up 200 feet
300-830pm -First a POWER NAP The day will not end until about 1230am Being available all of the time is very exhausting The nap will help me stay up late
After I go back to the office to catch up on email and help organize the office It is also time to work on budgets and revenue predictions for next year
25
At dinner hour I got to the main deck to speak with the guests at the Welcome Aboard reception The captain gives his welcome speech and then we send them off to their dinner or the show at 830
At 830 I meet in the Champagne Bar with the hotel director before dinner Tonight we will entertain guests who are on their 50th cruise and also a company who is thinking of booking 700 guests on a future cruise with us
900-1230am -I introduce the entertainment for the night in our main theatre for the guests After dinner and dessert I introduce the same show for the second seating and watch the show for quality control After the show finishes I do a final walk around the lounges on the ship with my assistant We have live music playing everywhere and karaoke has just finished in one of the main lounges The dance hall is full because of singlesrsquo night tonight and there are a few couples enjoying music in the Jazz club
A long full day Time for bed because I have to be on the deck at 800 am to welcome our guests to our first destination Labadee
Discussion Questions
PART A (730-945am)1 What does Richard do before most of the guests arrive2 How many guests are on the Voyager of the Seas How many of those are children3 What departments does Richard Spacey oversee as Cruise Director4 What is the agenda at the Hotel Directorrsquos meeting
PART B (945-100pm)1 What kind of announcement does Richard make at 9452 Who does he meet performing on the deck and what are they doing3 What two activities has Richard organized to start during this time4 Why does Richard have to change into a business suit at 11
PART C (100-830pm)1 Why does Richard change out of his business suit and into a pair of shorts2 What two events are very popular among the cruise ship guests3 What services do they offer at the Sports Court
PART D (830pm-1230am)1 Why does Richard take a nap during the middle of his business day2 Who does Richard have dinner with at 830 Why are they special3 What events has Richard organized to occur at night for the guests
26
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 53-54)
Follow up ndash Watch Royal Caribbean movie Royal Reunion directed by James Brolin Find on youtube New Royal Caribbean Movie Royal Reunion -- The Short Film Directed by amp Starring James Brolin or on Royal Caribbean website wwwroyalcaribbeancom
Reading 12 Focus on Recreation Hospitality and Recreation Inextricably Intertwined
FOCUS ON RECREATION Hospitality and Recreation Inextricably Intertwined
By Bart Bartlett PhD Professor Penn State Universityrsquos School of Hospitality Management
Americans have more leisure time than ever before and as leisure time has grown leisure activities have evolved and grown as well As a result there are many opportunities for recreation and for careers in recreation management This includes positions in commercial recreation (resorts themed resorts the ski industry) in non commercial recreation (national parks) and in golf clubs and sports venues
In many situations recreation and hospitality go hand in hand When a ski trip combines recreation on the slopes with food and beverage services in the hotel or when a hotel guest uses the hotelrsquos business services and the spa recreation and hospitality are both involved When a convention centre hotel provides rooms food and beverage coordinates meetings and also organizes group activities during the conference hospitality and recreation begin to merge
Resorts and resort hotels are an example of the combination of hospitality and recreation A mega-resort such as Walt Disney World Resort provides a clear example of this point On a Disney vacation a family may enjoy lodging and food and beverage services provided by hotel staff and management trained in hospitality go into the park itself to enjoy attractions and shows arranged and managed by a recreation specialist take a break to enjoy foodservice provided by a hospitality provider and at the end of the day enjoy dinner provided by the hospitality staff and entertainment or dancing arranged by a recreation professional
From this example alone it is clear that the commonalities in settings services and focus on guest satisfaction indicate that hospitality and recreation do indeed work together closely
VOCABULARY
27
Look at the words below With a partner try to think of the definitions of the words below by looking at the words in context from the readings Write down the definitions and compare with another set of partners
EVOLVEDOPPORTUNITIESCOMMERCIALVENUESGO HAND IN HANDCOORDINATESMERGEMEGACOMMONALITIES
Check your Understanding1 What are some areas where you can work in recreation management2 List 3 examples where hospitality and recreation ldquogo hand in handrdquo3 Think of some other places like Walt Disney World where hospitality and recreation work closely together Explain how the two work together
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 374)
Reading 13 Beverage Industry
Java Coffee House CASE STUDY
Michelle Wong is manager of the Java Coffee House at a busy location on Union Street in San Francisco USA Michelle says that there are several challenges in operating a busy coffeehouse such as training staff to handle unusual circumstances For example one guest consumed a cup of coffee and ate two-
thirds (23) of a piece of cake and then said he didnrsquot like the cake so didnrsquot want to pay for his order
Another problem is suppliers who quote good prices to get her business and then two weeks later raise the price of some of the items Michelle says that the young employees she has at the Java Coffee House are her greatest challenge of all According to Michelle there are four kinds of employeesmdashlazy good but not responsible those who steal and great ones who are no trouble
Discussion Questions
28
1 What are some suggestions for training staff to handle unusual circumstances like the one in the case study
2 How do you ensure that suppliers are delivering the product atthe price promised
3 What do you do with lazy employees
4 What do you do with irresponsible employees
5 How do you deal with employees who steal
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 340)
Reading 14 Corporate Profile Starwoods Hotels
Corporate Profile Starwood Hotels
Starwood is one of the worldrsquos largest hotel and leisure companies Its brand names include St Regis the Luxury Collection Sheraton Westin W and Four Points by Sheraton Through these brands Starwood is well represented in most major markets around the world
Operations are grouped into two business segments hotels and vacation ownership operations Revenues and earnings come primarily from hotel operations which include the operation of owned hotels management and other fees earned from hotels managed through contracts and the collection of franchise fees
Second Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80countries and is made up of 140 hotels
29
Next Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts There are 19 vacation ownership resorts in the United States and the Bahamas
Fourth Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition The luxury brands continue to find new customers while maintaining loyalty among the worldrsquos most active travelers The strength of the Starwood brand is proven by superior ratings received from hotel guests and industry magazines The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list
Fifth Starwood has sophisticated and diverse hotel properties throughout the world including the St Regis in New York City the Phoenician in Scottsdale Arizona the Hotel Gritti Palace in Venice Italy the St Regis in Beijing Chinarsquo and the Westin Palace in Madrid Spain These are among the leading hotels in the industry and they provide the highest quality and service
Finally Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises Starwood plans to meet these goals by taking advantageof its large customer base and reach in the industry to reduce costs The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals more challenging
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 566)
Match the sentence parts to make correct definitions1 Starwoodrsquos strong brand a comes primarily from hotels2 Revenue at Starwood b is proven by high ratings from guests and industry
magazines3 Luxury and upscale hotels c help to increase Starwoodrsquos global presence totaling 733
hotels4 Franchised hotels d continue to visit Starwood hotels because of the high
quality and service5 Loyal Travellers e represent the majority of Starwoodrsquos hotel properties
Look at the statements below Put lsquoMrsquo next to the statement that is the MAIN IDEA Put lsquoSrsquo next to the statement that is a SUPPORTING IDEA or DETAILParagraph 1a Starwood is one of the worldrsquos largest hotel and leisure companies _______b Operations are grouped into two business segments hotels and vacation ownership operations ______
Paragraph 2
30
a Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80 countries and is made up of 140 hotels ______b Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry ______
Paragraph 3a There are 19 vacation ownership resorts in the United States and the Bahamas _______b Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts ______
Paragraph 4a Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition _______b The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list ______
Paragraph 5a These are among the leading hotels in the industry and they provide the highest quality and service ______b Starwood has sophisticated and diverse hotel properties throughout the world _____
Paragraph 6a Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises ______b The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals morechallenging ______
Match each word from the reading with a definition Write the letter of the definition next to the word1 Brand a worldly cultured and refined2 Revenue b a part of the whole3 Segment c different in design and services4 Loyalty d a product or image created by a company5 Sophisticated e make good use of something for personal benefit6 Upscale f above average in quality of high rank7 Diverse g permission given by one company to another to sell its products
and services8 To take advantage of h income9 Franchise i expensive and wealthy sector of the market10 Superior j support and confidence in a person or company
31
Complete each sentence below using one of the words from above Be sure to use the correct form of the word Not all words will be used1 The company decided to hire Nicholas over all the other applicants because he had __________ skills and experience2 Companies reward customers for their __________3 John spoke with the manager at his local McDonalds to see how he could open up his own ____________4 Elena has travelled all over the world and she can speak 4 different languages She is so ______________
Reading 15 Hospitality is Offering a Cup of Kindness
FOCUS ON SERVICEHospitality is Offering a Cup of Kindness
William B Martin Cal TechmdashMonterey Bay
Customer service is the primary focus of hospitality It is what hospitality is all aboutmdashwhat we do If you are interested in a hospitality career it is important to understand and learn as much as possible about customer service and particularly how to be successful at it Your success will come from a complete understanding of hospitality
Letrsquos begin by exploring why we provide hospitality Why are hospitality businesses in business What is the primary purpose of a foodservice operation A lodging travel or tourism related business Is it just for money Many of you might answer lsquoyesrsquo to this question But as you will see hospitality is much more than just about money Money is important but it is not the primary purpose of hospitality
Our job is to enhance the lives of those people (guests customers passengers etc) to whom we are dedicated to serve Yes it is that simple Our job is to make the lives of others better in a small way or big way it makes no difference Whatever it is we are out to make peoplersquos lives on this planet a little bit better or maybe even a lot better This is our purpose It is where we find meaning We enhance their lives through service and begin by understanding what it is they need The problem is that all of our guests come with many needs Some we can meet some we canrsquot If you can work toward helping them satisfy these needs you can go a long way toward making their lives better through kindness Quality customer service demands that service providers understand what it is that you want Kindness after all comes through understanding Kindness is demonstrated by making everyone feel welcome
Quality customer service also requires that we make all our guests feel so comfortable that they donrsquot need to worry because they are in good hands Whether they deserve it or not they should be made to feel important Why Because we all have a need to feel important This is our job
32
We need to stay focused on the primary purposes of hospitality We need to understand the power of kindness and the importance of satisfying the basic needs of our guests Hospitality and customer service success are found in our ability to enhance the lives of others through how we treat themmdashwith a little cup of kindness
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 17)
FOCUS ON SERVICECHECK YOUR UNDERSTANDING
1 What is the main idea of this reading passage What detail does the author use to support this point
2 According to the article which of these statements would a successful hospitality employee agree withA I always focus on making money when I am workingB I enjoy making the guest feel comfortable and importantC Only the employees who speak with guests need to focus on customer service and kindness
3 Use the vocabulary from the crossword to complete the sentences below Be sure to use the correct form of the wordA Most English teachers try to think about the language___________ of their students when they design their lesson plansB Students who are ___________ to learning English study it every single day These students _________ their high grades and praise from the teacherC The ________ in Rm 118 has checked out He left the housekeepers a large tip for their excellent and fast __________D Irsquom never shopping at this grocery store again The ________ of their food is horribleE Oh no One of the ________________ for my wedding has cancelled
Reading 16 Hotel Guest
Checking Out a Guest CASE STUDY
33
A guest walked up to the front desk agent in an upscale hotel ready to check out As she would usually when checking out a guest the agent asked the guest what his room number was The guest was in a hurry and showed his anxiety by responding ldquoI stay in a hundred hotel rooms and you expect me to remember the room numberrdquo
The agent then asked for the guestrsquos name to which he responded ldquoMy name is Mr Johnsteinrdquo After asking him to repeat himself the agent began to look for the guestrsquos last name but the name was not listed in the computer Because the man had a heavy accent and the agent assumed that she had misunderstood him she politely asked the guest to spell his last name He answered ldquoWhat Are you an idiot The person who checked me into the hotel last night had no problem checking me inrdquo Again the agent looked on the computer to find the guest was not in the system
The guest becoming even more frustrated said ldquoI have a plane to catch and it is ridiculous that it has taken you this long to check me out I also need to fax these papers off but I need to have them photocopied first and the agent responded ldquoThere is a business center at the end of the counter that will fax and photocopy whatever you needrdquo The guest replied ldquoIf I wanted your opinion I would have asked you for it Havenrsquot you ever heard of customer service Isnrsquot this a five star hotel With your bad attitude you should be working in a three star hotel I canrsquot believe they let you work here at the front desk Havenrsquot you found my name yet
The agent who was beginning to get upset asked the guest again to spell out his full name The guest angrily replied ldquoHere are my papers I want faxed if you are capable of faxing themrdquo The agent reached to take the papers and the guest shouted ldquoDonrsquot grab them from my hand You have a bad attitude and if I had more time I would talk to someone about getting you removed from your position to a hotel where they donrsquot require such quality of customer servicerdquo
The agent was very upset but kept herself calm to prevent the guest from getting annoyedThe agent continued to provide service to the guest sending the faxes and making the photocopies he had requested Upon her return the agent again asked the guest to repeat his last name because he had failed to spell it out The guest replied by spelling out his name ldquoJ-o-h-n-s-t-o-n-erdquo The agent was finally able to find his name on the computer and checked him out while he continued to verbally attack her The agent finished by telling the guest to have a nice flight
Discussion Questions1 Should the front desk agent have called the manager over to finish the checkout Or should she deal with the rude customer herself2 Would you have handled the situation the same way If yes explain why If no what would you have done it differently
Prepare to share your ideas with the class
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 pg 159)
34
Reading 17 Trends in Visitor Attractions
Trends in Visitor Attractions
What changes have there been in the development of attractions over the years Think about the difference between attractions when your parents were your age and what they are like now
Take a look at the reading below and see if your predictions were correct
INSIDE TOURISM THE CHANGING FACE OF THE lsquoATTRACTIONS INDUSTRYrsquo
As the wishes and tastes of tourists and visitors change tourist attractions have to change as well In the last twenty or thirty years there have been some significant developmentsNatural attractions like sandy beaches and mountains cannot change very much but there have been developments in particular a concern to preserve the environment and to make any buildings fit into the natural context
Perhaps the greatest changes have been in man-made attractions like museums and historic sites which have been redesigned to make them more interesting and entertaining places to visit while still maintaining their role of teaching visitors about the past In many of them the aim is not just to display the past but to take visitors into the past in an interactive waySome have been converted into lsquoliving museumsrsquo where actors in costumes meet the public and play the roles of characters from the past In others history is made vivid and exciting through the use of realistic waxworks animatronic models sounds and even smells to conjure up a sense of the past
Traditional festivals by definition are unchanging but there has been a trend to increase the number of special events and festivals as cities realize that holding a music festival or an arts event is a good way of attracting tourists
Entertainment and leisure facilities are always having to reinvent themselves In the developed world the simple rectangular swimming pool for example is no longer enough-it has to be a water park with flumes chutes splash zones and wave machines
The tourist is always looking to discover new attractions (as if their happiness depends on it) and because of this the lsquoattractions industryrsquo has to keep on changing
Check your Understanding1 Why do tourist attractions have to change
35
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
3 The ozone hole may be dangerous to people who live on the earth It is a hole in the ozone layer
T F The ozone layer is made of gases that protect the earth from the bad effects of the sun
4 Some scientists believe that global warming will cause the ice of Antarctica to meltT F The earth will become too hot
5 That island is inhabited only by birdsT F All kinds of animals live there
6 The highest mountain in the world is Mount Everest I donrsquot know how some people can go there because it is such a harsh place
T F Itrsquos really comfortable
7 Next summer I am going to travel to a very remote part of Asia It will take a long time to get there but I want to go to a place where few visitors have gone
T F This is a place thatrsquos easy to get to from the big city
8 His wife said ldquoThink about the consequences if you lose your jobrdquoT F She might want her husband to think about not having any money to pay
the bills for the family
9 The coastal cities of a country are often popular vacation spots because people like to be near the ocean
T F These places are often in the centre of the country
10 The oceans of the world are vast places of waterT F The oceans are smaller than other places of water
11 The ice on the pond was so fragile that the children couldnrsquot ice skateT F The ice could break easily
Making Predictions Tourists in a Fragile LandYou are going to read an opinion essay about tourism in Antarctica The essay was written by a scientist who works there What do you think his opinion will be Choose one
a Tourists should not visit the Antarctica because they may cause problemsb Tourists should visit Antarctica because there is so much for them to learnc Tourists to Antarctica should pay a special tax to help scientists with their work there
19
Tourists in a Fragile Land
As a scientist working in Antarctica I spend most of my time in the laboratory studying ice I am trying to find out the age of Antarctic ice All we know for certain is that it is the oldest ice in the world The more we understand it the more we will understand the changing weather of the Earth Today I had to leave my work to greet a group of tourists who were taking a vacation in this continent of ice And although I can appreciate their desire to experience this beautiful landscape I feel Antarctica should be closed to tourists
Antarctica is a place of important scientific research and it must be kept only for this purpose Many scientists are using Antarctica to study the effects of the ozone hole that was discovered above Antarctica in 1984 They are also trying to understand global warming If the earthrsquos temperature continues to rise the health and safety of every living thing on the planet will be affected Also biologists and botanists study the animals and plants that live on the frozen land trying to understand how life can live in such a harsh environment
When tourists come here they can hurt the environment and interrupt our research Many scientists complain that tourists leave garbage on beaches and disturb the plants and animals In a place like Antarctica it can take 100 years for a plant to grow back after it was picked andtourists taking pictures of baby penguins from cruise ships caused an oil spill that killed many penguins and destroyed a 5 year research project
There is no government here and it is owned by no one Who will protect it Who is responsible for it The scientists are trying but the tour companies making money by sending tourists south are not If we donrsquot protect Antarctica now there may be serious consequences for everyone The ice here holds 70 of the worldrsquos fresh water If the ice melts it will cause devastating floods The ice also acts as a natural air conditioner for our planet Clearly Antarctica should remain a place for careful and controlled scientific research The only way to protect this fragile and important part of the planet is to stop tourists from travelling to Antarctica
Tourists in a Fragile Land1 Look at your prediction you chose about Tourists in a Fragile Land Was your prediction correct
2 Number the following main ideas in the order they appear in the reading
_______ Antarctica has no government_______ The entire world may be affected by problems in Antarctica_______ Many different scientists learn new things by studying Antarctica
20
3 Complete the following outline of the reading with details to support the pointsa Scientists learn new things in Antarctica because it is different from other places How is it different
i ______________ ice in the worldii Itrsquos plants and animals live in a very _____________ environment
b Problems in Antarctica may affect the worldi There is a large ________________ above Antarcticaii It has ____________ of the worldrsquos fresh wateriii The ice acts as a natural _________________ for the earth keeping it cool
4 The following statements are false Rewrite the false statements to make them truea The oil spill caused by a cruise ship killed many scientistsb The writer of the essay knows the age of Antarctic icec Biologists and Botanists study the scientists that live on Antarctica
Reading 9 Travel Journal A Tourists Experience
Travel Journal ndash A Touristrsquos ExperienceChile South America February 16The sunlight was shining so brightly as our plane flew over the snow covered Andes mountains which seem to go on forever
Island of Cape Horn February 16We spent the morning at a small church named Star of the Sea This is a quiet place where visitors are invited to remember all of the international sailors who died here They were all trying to sail around the southern part of South America and many of them lost their lives at sea
Drake Passage-aboard the tour ship Explorer February 19We were welcomed today by the captain and crew They gave us warm Antarctic jackets and introduced themselves to us Sea birds followed the ship closely sailing in the cold wind As we headed south we saw a pink ship in the distance Our captain explained that it was not a ship but an iceberg-the first one of our trip The more I saw the more I wanted to learn about this unique and beautiful place
Deception Island Antarctica February 21We landed on Bailey Head where thousands and thousands of penguins greeted us The crew gave us rules to follow to protect the environment We were told to bring all of the trash that we could find on the ice back to the boat because a scientist on the ship is studying how much garbage is created by tourists in Antarctica each year We were also told not to disturb or feed the penguins because it is harmful for them
21
Paradise Bay Antarctica February 25Today we reached the mainland of the continent Our guide helped us walk through snow to the peak of an iceberg 500 feet above the sea We heard the noisy sound of penguins and later we explored the mountains of ice in motorized rafts It was incredible I always thought ice was white but here in Antarctica it is blue because it absorbs all of the colours of the rainbow except blue All around us are mountains of ice that no one has ever explored It amazed me to think that no human has ever walked on these It is so beautiful We need to help protect this special environment When I get home it will be hard for me to explain what my trip was like but I will try
A Travel Journal
1 What kind of person do you think this tourist is2 Do you think she did anything that was dangerous to Antarctica Explain3 Which part of her trip did she enjoy the most Which part would you enjoy the most4 What did people do on this trip to protect Antarctica and keep it clean5 The chart below compares the views of the scientist with the views of the tourist Look back at Tourists in a Fragile Land and A Travel Journal and fill in the missing information
OPINIONS OF THE SCIENTIST OPINIONS OF THE TOURIST
1 The Antarctic environment must be preserved for research
1 As tourists learn about Antarctica and return home to tell their friends and family about its importance they may want to help preserve the environment of Antarctica
2 2 Tourists can help scientists with their experiments (collecting garbage for research)
3 Tourists donrsquot care aboutAntarctica
3
6 Which opinion do you agree with more-the scientists or the tourists Are there certain places in the world tourists shouldnrsquot be allowed to travel
(Adapted from Northstar Reading and Writing Intermediate 2nd ed Unit 6)
22
Reading 10 GAP Adventures
CORPORATE PROFILE GAP ADVENTURES
If you are tired of the one-week-in-the-Florida-sun vacation and want to do something exciting and off the beaten path then GAP Adventures is the perfect company to turn to They provide more than 600 different itineraries in more than 100 countries and have during the last yearsgiven more than 20 000 travelers the adventure of their lifetime This year approximately 15 million more people are expected to visit their web site some of them to change their lives forever
Their philosophy ldquoThe Freedom of Independent Travel with the Security of a Grouprdquo has been practiced since the start They respect their travelers as individuals and there is no requirement to be athletic to go on one of their trips The only thing needed is to have the spirit of adventure and the desire to experience a world totally different from what you areaccustomed to
Also the concept of responsible tourism is very important to GAP Adventures and they come and go and interact with the local populations leaving behind them only footprints Their commitment is to support local people and communities and to protect the environment they travel in To that end GAP Adventures developed Planeterra-the GAP Adventures Foundation that gives back to the people and communities their passengers visit on their trips
They hire people in different departments like Operations Product Sales and Marketing employing more than 300 staff worldwide Maybe the most obvious choice for you is the position as a GAP Tour Leader In this position you make peoplersquos holiday dreams come true and make sure all passengers have an enjoyable time
The local hostel where you spend the night is your home and your office is your backpack On your way to work you might have to hike the Inca Trail or canoe down the Amazon River This is the perfect job for you if you are passionate about different cultures travel and care about sustainable tourism
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 73)
GAP Adventures1 Match the following words from the reading on the left to words on the right that are closest in meaningAccustomed Spirit of adventureItineraries Philosophy Desire
uncommon placecourageresponsibleguiding beliefinterest
23
Off the beaten path Sustainable
familiar witha planned route
2 How is GAP different from other holiday tour operators3 What does ldquoleaving behind them only footprintsrdquo mean4 What is Planterra5 True or Falsea The GAP philosophy is ldquoThe Freedom of Independent Travel Without the Security of a Grouprdquob GAP Tour Leader is the perfect job for you if you like to be alone and sleep on the beach all dayc GAP Adventures has traveled with more than 20 000 travelersd Travelers must be athletic to travel with GAP
Reading 11 A Day in the Life of Richard Spacey
A DAY IN THE LIFE OF RICHARD SPACEYCruise Director Royal Caribbean International
Voyager of the Seas one of the largest and most innovative cruise ships ever built has a total guest capacity of 3700 with 1200 crew members Voyager of the Seas is a revolution in the cruising industry A floating city she features the worldrsquos first floating ice skating rink a rock climbing wall an inline skating track and the largest and most advanced theatre on the seas There is a four-story Royal Promenade shopping and entertainment area the entire length of the shop that acts as the main area for the ships activities and entertainment Cruise director Richard Spacey was very important in organizing the entertainment and activities program aboard with a support staff of 130 people What follows is an account of a day in the life of the cruise director of one of the largest cruise ships in the world
MONDAYmdashFIRST DAY AT SEA
730-830 am- Yesterday 3650 guests came aboard the ship in Miami and we headed for our first port of call Labadee our own private island on the coast of Hispaniola Before most of our guests arrive I plan and submit our daily activities schedule for the whole voyage to our hotel director Three couples were married in the wedding chapel yesterday and they are included in the 108 couples that have chosen to spend their honeymoon with us I have organized a special party later in the week to celebrate this happy occasion The youth activities manager reports that there are more than 600 children aboard ranging in age from 3 to 17 We offer a special deck and pool areaarcade for children in addition to our extensive youth facilities which include a teen dance hall
24
I oversee the cruise management team consisting of youth activities international guests shore excursions and business group functions including seminars group meetings presentations and cocktail parties
845-930am- Hotel directorrsquos meeting All of the division heads in the Hotel Department meet to discuss the daily operation of this floating hotel Todayrsquos agenda includes a monthly safety meeting Each division head presents his or her monthly report on safety and environmental protection Hospitality and the safety of our guests and crew are our top priorities
945-1030am- The start of my public duties I give a daily announcement and an explanation of all the activities and entertainment happening on the ship I start my morning walk around Time to start the first session of Jackpot BINGO for the week I walk by two acrobats performing for our guests on deck to entertain them They play different characters through the cruise and add quite a lot to the guest experience
The ice rink is busy with guests skating at our first All Skate session There are several sessions throughout the day The ice skating cast of performers are responsible for running the session as well as skating in our Ice Show
1100-1200noon-Time to change out of my day uniform into a business suit and put on stage makeup for the taping of our onboard talk show called ldquoVoyager Liverdquo I am one of the main sources for revenue making on board The television show is great on a small floating city 37 channels offer safety information music shopping tips CNBC CNN ESPN and free movies in several languages
Noon - Lunch with the staff in the Officers and Staff Dining Room
100-230pm -Change out of my business suit into shorts and a t-shirt to introduce the Belly Flop Competition at 130 at the pool Always a ldquobigrdquo event among our guests Quite a few laughs This is followed by cruise style horse racing We pick six people who move six wooden horses by a roll of the dice The betting is fierce as all of the guests cheer their favourite horses on Everyone loves the horse racing I am the track announcer for three horse races
I stop by the Sports Court to check out the action The sports court is full of families enjoying our Family Hour activities with the youth staff We offer a nine hole mini golf course golf driving simulator full court basketballvolleyball inline skating table tennis and a rock climbing wall that rises up 200 feet
300-830pm -First a POWER NAP The day will not end until about 1230am Being available all of the time is very exhausting The nap will help me stay up late
After I go back to the office to catch up on email and help organize the office It is also time to work on budgets and revenue predictions for next year
25
At dinner hour I got to the main deck to speak with the guests at the Welcome Aboard reception The captain gives his welcome speech and then we send them off to their dinner or the show at 830
At 830 I meet in the Champagne Bar with the hotel director before dinner Tonight we will entertain guests who are on their 50th cruise and also a company who is thinking of booking 700 guests on a future cruise with us
900-1230am -I introduce the entertainment for the night in our main theatre for the guests After dinner and dessert I introduce the same show for the second seating and watch the show for quality control After the show finishes I do a final walk around the lounges on the ship with my assistant We have live music playing everywhere and karaoke has just finished in one of the main lounges The dance hall is full because of singlesrsquo night tonight and there are a few couples enjoying music in the Jazz club
A long full day Time for bed because I have to be on the deck at 800 am to welcome our guests to our first destination Labadee
Discussion Questions
PART A (730-945am)1 What does Richard do before most of the guests arrive2 How many guests are on the Voyager of the Seas How many of those are children3 What departments does Richard Spacey oversee as Cruise Director4 What is the agenda at the Hotel Directorrsquos meeting
PART B (945-100pm)1 What kind of announcement does Richard make at 9452 Who does he meet performing on the deck and what are they doing3 What two activities has Richard organized to start during this time4 Why does Richard have to change into a business suit at 11
PART C (100-830pm)1 Why does Richard change out of his business suit and into a pair of shorts2 What two events are very popular among the cruise ship guests3 What services do they offer at the Sports Court
PART D (830pm-1230am)1 Why does Richard take a nap during the middle of his business day2 Who does Richard have dinner with at 830 Why are they special3 What events has Richard organized to occur at night for the guests
26
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 53-54)
Follow up ndash Watch Royal Caribbean movie Royal Reunion directed by James Brolin Find on youtube New Royal Caribbean Movie Royal Reunion -- The Short Film Directed by amp Starring James Brolin or on Royal Caribbean website wwwroyalcaribbeancom
Reading 12 Focus on Recreation Hospitality and Recreation Inextricably Intertwined
FOCUS ON RECREATION Hospitality and Recreation Inextricably Intertwined
By Bart Bartlett PhD Professor Penn State Universityrsquos School of Hospitality Management
Americans have more leisure time than ever before and as leisure time has grown leisure activities have evolved and grown as well As a result there are many opportunities for recreation and for careers in recreation management This includes positions in commercial recreation (resorts themed resorts the ski industry) in non commercial recreation (national parks) and in golf clubs and sports venues
In many situations recreation and hospitality go hand in hand When a ski trip combines recreation on the slopes with food and beverage services in the hotel or when a hotel guest uses the hotelrsquos business services and the spa recreation and hospitality are both involved When a convention centre hotel provides rooms food and beverage coordinates meetings and also organizes group activities during the conference hospitality and recreation begin to merge
Resorts and resort hotels are an example of the combination of hospitality and recreation A mega-resort such as Walt Disney World Resort provides a clear example of this point On a Disney vacation a family may enjoy lodging and food and beverage services provided by hotel staff and management trained in hospitality go into the park itself to enjoy attractions and shows arranged and managed by a recreation specialist take a break to enjoy foodservice provided by a hospitality provider and at the end of the day enjoy dinner provided by the hospitality staff and entertainment or dancing arranged by a recreation professional
From this example alone it is clear that the commonalities in settings services and focus on guest satisfaction indicate that hospitality and recreation do indeed work together closely
VOCABULARY
27
Look at the words below With a partner try to think of the definitions of the words below by looking at the words in context from the readings Write down the definitions and compare with another set of partners
EVOLVEDOPPORTUNITIESCOMMERCIALVENUESGO HAND IN HANDCOORDINATESMERGEMEGACOMMONALITIES
Check your Understanding1 What are some areas where you can work in recreation management2 List 3 examples where hospitality and recreation ldquogo hand in handrdquo3 Think of some other places like Walt Disney World where hospitality and recreation work closely together Explain how the two work together
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 374)
Reading 13 Beverage Industry
Java Coffee House CASE STUDY
Michelle Wong is manager of the Java Coffee House at a busy location on Union Street in San Francisco USA Michelle says that there are several challenges in operating a busy coffeehouse such as training staff to handle unusual circumstances For example one guest consumed a cup of coffee and ate two-
thirds (23) of a piece of cake and then said he didnrsquot like the cake so didnrsquot want to pay for his order
Another problem is suppliers who quote good prices to get her business and then two weeks later raise the price of some of the items Michelle says that the young employees she has at the Java Coffee House are her greatest challenge of all According to Michelle there are four kinds of employeesmdashlazy good but not responsible those who steal and great ones who are no trouble
Discussion Questions
28
1 What are some suggestions for training staff to handle unusual circumstances like the one in the case study
2 How do you ensure that suppliers are delivering the product atthe price promised
3 What do you do with lazy employees
4 What do you do with irresponsible employees
5 How do you deal with employees who steal
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 340)
Reading 14 Corporate Profile Starwoods Hotels
Corporate Profile Starwood Hotels
Starwood is one of the worldrsquos largest hotel and leisure companies Its brand names include St Regis the Luxury Collection Sheraton Westin W and Four Points by Sheraton Through these brands Starwood is well represented in most major markets around the world
Operations are grouped into two business segments hotels and vacation ownership operations Revenues and earnings come primarily from hotel operations which include the operation of owned hotels management and other fees earned from hotels managed through contracts and the collection of franchise fees
Second Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80countries and is made up of 140 hotels
29
Next Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts There are 19 vacation ownership resorts in the United States and the Bahamas
Fourth Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition The luxury brands continue to find new customers while maintaining loyalty among the worldrsquos most active travelers The strength of the Starwood brand is proven by superior ratings received from hotel guests and industry magazines The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list
Fifth Starwood has sophisticated and diverse hotel properties throughout the world including the St Regis in New York City the Phoenician in Scottsdale Arizona the Hotel Gritti Palace in Venice Italy the St Regis in Beijing Chinarsquo and the Westin Palace in Madrid Spain These are among the leading hotels in the industry and they provide the highest quality and service
Finally Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises Starwood plans to meet these goals by taking advantageof its large customer base and reach in the industry to reduce costs The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals more challenging
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 566)
Match the sentence parts to make correct definitions1 Starwoodrsquos strong brand a comes primarily from hotels2 Revenue at Starwood b is proven by high ratings from guests and industry
magazines3 Luxury and upscale hotels c help to increase Starwoodrsquos global presence totaling 733
hotels4 Franchised hotels d continue to visit Starwood hotels because of the high
quality and service5 Loyal Travellers e represent the majority of Starwoodrsquos hotel properties
Look at the statements below Put lsquoMrsquo next to the statement that is the MAIN IDEA Put lsquoSrsquo next to the statement that is a SUPPORTING IDEA or DETAILParagraph 1a Starwood is one of the worldrsquos largest hotel and leisure companies _______b Operations are grouped into two business segments hotels and vacation ownership operations ______
Paragraph 2
30
a Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80 countries and is made up of 140 hotels ______b Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry ______
Paragraph 3a There are 19 vacation ownership resorts in the United States and the Bahamas _______b Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts ______
Paragraph 4a Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition _______b The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list ______
Paragraph 5a These are among the leading hotels in the industry and they provide the highest quality and service ______b Starwood has sophisticated and diverse hotel properties throughout the world _____
Paragraph 6a Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises ______b The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals morechallenging ______
Match each word from the reading with a definition Write the letter of the definition next to the word1 Brand a worldly cultured and refined2 Revenue b a part of the whole3 Segment c different in design and services4 Loyalty d a product or image created by a company5 Sophisticated e make good use of something for personal benefit6 Upscale f above average in quality of high rank7 Diverse g permission given by one company to another to sell its products
and services8 To take advantage of h income9 Franchise i expensive and wealthy sector of the market10 Superior j support and confidence in a person or company
31
Complete each sentence below using one of the words from above Be sure to use the correct form of the word Not all words will be used1 The company decided to hire Nicholas over all the other applicants because he had __________ skills and experience2 Companies reward customers for their __________3 John spoke with the manager at his local McDonalds to see how he could open up his own ____________4 Elena has travelled all over the world and she can speak 4 different languages She is so ______________
Reading 15 Hospitality is Offering a Cup of Kindness
FOCUS ON SERVICEHospitality is Offering a Cup of Kindness
William B Martin Cal TechmdashMonterey Bay
Customer service is the primary focus of hospitality It is what hospitality is all aboutmdashwhat we do If you are interested in a hospitality career it is important to understand and learn as much as possible about customer service and particularly how to be successful at it Your success will come from a complete understanding of hospitality
Letrsquos begin by exploring why we provide hospitality Why are hospitality businesses in business What is the primary purpose of a foodservice operation A lodging travel or tourism related business Is it just for money Many of you might answer lsquoyesrsquo to this question But as you will see hospitality is much more than just about money Money is important but it is not the primary purpose of hospitality
Our job is to enhance the lives of those people (guests customers passengers etc) to whom we are dedicated to serve Yes it is that simple Our job is to make the lives of others better in a small way or big way it makes no difference Whatever it is we are out to make peoplersquos lives on this planet a little bit better or maybe even a lot better This is our purpose It is where we find meaning We enhance their lives through service and begin by understanding what it is they need The problem is that all of our guests come with many needs Some we can meet some we canrsquot If you can work toward helping them satisfy these needs you can go a long way toward making their lives better through kindness Quality customer service demands that service providers understand what it is that you want Kindness after all comes through understanding Kindness is demonstrated by making everyone feel welcome
Quality customer service also requires that we make all our guests feel so comfortable that they donrsquot need to worry because they are in good hands Whether they deserve it or not they should be made to feel important Why Because we all have a need to feel important This is our job
32
We need to stay focused on the primary purposes of hospitality We need to understand the power of kindness and the importance of satisfying the basic needs of our guests Hospitality and customer service success are found in our ability to enhance the lives of others through how we treat themmdashwith a little cup of kindness
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 17)
FOCUS ON SERVICECHECK YOUR UNDERSTANDING
1 What is the main idea of this reading passage What detail does the author use to support this point
2 According to the article which of these statements would a successful hospitality employee agree withA I always focus on making money when I am workingB I enjoy making the guest feel comfortable and importantC Only the employees who speak with guests need to focus on customer service and kindness
3 Use the vocabulary from the crossword to complete the sentences below Be sure to use the correct form of the wordA Most English teachers try to think about the language___________ of their students when they design their lesson plansB Students who are ___________ to learning English study it every single day These students _________ their high grades and praise from the teacherC The ________ in Rm 118 has checked out He left the housekeepers a large tip for their excellent and fast __________D Irsquom never shopping at this grocery store again The ________ of their food is horribleE Oh no One of the ________________ for my wedding has cancelled
Reading 16 Hotel Guest
Checking Out a Guest CASE STUDY
33
A guest walked up to the front desk agent in an upscale hotel ready to check out As she would usually when checking out a guest the agent asked the guest what his room number was The guest was in a hurry and showed his anxiety by responding ldquoI stay in a hundred hotel rooms and you expect me to remember the room numberrdquo
The agent then asked for the guestrsquos name to which he responded ldquoMy name is Mr Johnsteinrdquo After asking him to repeat himself the agent began to look for the guestrsquos last name but the name was not listed in the computer Because the man had a heavy accent and the agent assumed that she had misunderstood him she politely asked the guest to spell his last name He answered ldquoWhat Are you an idiot The person who checked me into the hotel last night had no problem checking me inrdquo Again the agent looked on the computer to find the guest was not in the system
The guest becoming even more frustrated said ldquoI have a plane to catch and it is ridiculous that it has taken you this long to check me out I also need to fax these papers off but I need to have them photocopied first and the agent responded ldquoThere is a business center at the end of the counter that will fax and photocopy whatever you needrdquo The guest replied ldquoIf I wanted your opinion I would have asked you for it Havenrsquot you ever heard of customer service Isnrsquot this a five star hotel With your bad attitude you should be working in a three star hotel I canrsquot believe they let you work here at the front desk Havenrsquot you found my name yet
The agent who was beginning to get upset asked the guest again to spell out his full name The guest angrily replied ldquoHere are my papers I want faxed if you are capable of faxing themrdquo The agent reached to take the papers and the guest shouted ldquoDonrsquot grab them from my hand You have a bad attitude and if I had more time I would talk to someone about getting you removed from your position to a hotel where they donrsquot require such quality of customer servicerdquo
The agent was very upset but kept herself calm to prevent the guest from getting annoyedThe agent continued to provide service to the guest sending the faxes and making the photocopies he had requested Upon her return the agent again asked the guest to repeat his last name because he had failed to spell it out The guest replied by spelling out his name ldquoJ-o-h-n-s-t-o-n-erdquo The agent was finally able to find his name on the computer and checked him out while he continued to verbally attack her The agent finished by telling the guest to have a nice flight
Discussion Questions1 Should the front desk agent have called the manager over to finish the checkout Or should she deal with the rude customer herself2 Would you have handled the situation the same way If yes explain why If no what would you have done it differently
Prepare to share your ideas with the class
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 pg 159)
34
Reading 17 Trends in Visitor Attractions
Trends in Visitor Attractions
What changes have there been in the development of attractions over the years Think about the difference between attractions when your parents were your age and what they are like now
Take a look at the reading below and see if your predictions were correct
INSIDE TOURISM THE CHANGING FACE OF THE lsquoATTRACTIONS INDUSTRYrsquo
As the wishes and tastes of tourists and visitors change tourist attractions have to change as well In the last twenty or thirty years there have been some significant developmentsNatural attractions like sandy beaches and mountains cannot change very much but there have been developments in particular a concern to preserve the environment and to make any buildings fit into the natural context
Perhaps the greatest changes have been in man-made attractions like museums and historic sites which have been redesigned to make them more interesting and entertaining places to visit while still maintaining their role of teaching visitors about the past In many of them the aim is not just to display the past but to take visitors into the past in an interactive waySome have been converted into lsquoliving museumsrsquo where actors in costumes meet the public and play the roles of characters from the past In others history is made vivid and exciting through the use of realistic waxworks animatronic models sounds and even smells to conjure up a sense of the past
Traditional festivals by definition are unchanging but there has been a trend to increase the number of special events and festivals as cities realize that holding a music festival or an arts event is a good way of attracting tourists
Entertainment and leisure facilities are always having to reinvent themselves In the developed world the simple rectangular swimming pool for example is no longer enough-it has to be a water park with flumes chutes splash zones and wave machines
The tourist is always looking to discover new attractions (as if their happiness depends on it) and because of this the lsquoattractions industryrsquo has to keep on changing
Check your Understanding1 Why do tourist attractions have to change
35
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
Tourists in a Fragile Land
As a scientist working in Antarctica I spend most of my time in the laboratory studying ice I am trying to find out the age of Antarctic ice All we know for certain is that it is the oldest ice in the world The more we understand it the more we will understand the changing weather of the Earth Today I had to leave my work to greet a group of tourists who were taking a vacation in this continent of ice And although I can appreciate their desire to experience this beautiful landscape I feel Antarctica should be closed to tourists
Antarctica is a place of important scientific research and it must be kept only for this purpose Many scientists are using Antarctica to study the effects of the ozone hole that was discovered above Antarctica in 1984 They are also trying to understand global warming If the earthrsquos temperature continues to rise the health and safety of every living thing on the planet will be affected Also biologists and botanists study the animals and plants that live on the frozen land trying to understand how life can live in such a harsh environment
When tourists come here they can hurt the environment and interrupt our research Many scientists complain that tourists leave garbage on beaches and disturb the plants and animals In a place like Antarctica it can take 100 years for a plant to grow back after it was picked andtourists taking pictures of baby penguins from cruise ships caused an oil spill that killed many penguins and destroyed a 5 year research project
There is no government here and it is owned by no one Who will protect it Who is responsible for it The scientists are trying but the tour companies making money by sending tourists south are not If we donrsquot protect Antarctica now there may be serious consequences for everyone The ice here holds 70 of the worldrsquos fresh water If the ice melts it will cause devastating floods The ice also acts as a natural air conditioner for our planet Clearly Antarctica should remain a place for careful and controlled scientific research The only way to protect this fragile and important part of the planet is to stop tourists from travelling to Antarctica
Tourists in a Fragile Land1 Look at your prediction you chose about Tourists in a Fragile Land Was your prediction correct
2 Number the following main ideas in the order they appear in the reading
_______ Antarctica has no government_______ The entire world may be affected by problems in Antarctica_______ Many different scientists learn new things by studying Antarctica
20
3 Complete the following outline of the reading with details to support the pointsa Scientists learn new things in Antarctica because it is different from other places How is it different
i ______________ ice in the worldii Itrsquos plants and animals live in a very _____________ environment
b Problems in Antarctica may affect the worldi There is a large ________________ above Antarcticaii It has ____________ of the worldrsquos fresh wateriii The ice acts as a natural _________________ for the earth keeping it cool
4 The following statements are false Rewrite the false statements to make them truea The oil spill caused by a cruise ship killed many scientistsb The writer of the essay knows the age of Antarctic icec Biologists and Botanists study the scientists that live on Antarctica
Reading 9 Travel Journal A Tourists Experience
Travel Journal ndash A Touristrsquos ExperienceChile South America February 16The sunlight was shining so brightly as our plane flew over the snow covered Andes mountains which seem to go on forever
Island of Cape Horn February 16We spent the morning at a small church named Star of the Sea This is a quiet place where visitors are invited to remember all of the international sailors who died here They were all trying to sail around the southern part of South America and many of them lost their lives at sea
Drake Passage-aboard the tour ship Explorer February 19We were welcomed today by the captain and crew They gave us warm Antarctic jackets and introduced themselves to us Sea birds followed the ship closely sailing in the cold wind As we headed south we saw a pink ship in the distance Our captain explained that it was not a ship but an iceberg-the first one of our trip The more I saw the more I wanted to learn about this unique and beautiful place
Deception Island Antarctica February 21We landed on Bailey Head where thousands and thousands of penguins greeted us The crew gave us rules to follow to protect the environment We were told to bring all of the trash that we could find on the ice back to the boat because a scientist on the ship is studying how much garbage is created by tourists in Antarctica each year We were also told not to disturb or feed the penguins because it is harmful for them
21
Paradise Bay Antarctica February 25Today we reached the mainland of the continent Our guide helped us walk through snow to the peak of an iceberg 500 feet above the sea We heard the noisy sound of penguins and later we explored the mountains of ice in motorized rafts It was incredible I always thought ice was white but here in Antarctica it is blue because it absorbs all of the colours of the rainbow except blue All around us are mountains of ice that no one has ever explored It amazed me to think that no human has ever walked on these It is so beautiful We need to help protect this special environment When I get home it will be hard for me to explain what my trip was like but I will try
A Travel Journal
1 What kind of person do you think this tourist is2 Do you think she did anything that was dangerous to Antarctica Explain3 Which part of her trip did she enjoy the most Which part would you enjoy the most4 What did people do on this trip to protect Antarctica and keep it clean5 The chart below compares the views of the scientist with the views of the tourist Look back at Tourists in a Fragile Land and A Travel Journal and fill in the missing information
OPINIONS OF THE SCIENTIST OPINIONS OF THE TOURIST
1 The Antarctic environment must be preserved for research
1 As tourists learn about Antarctica and return home to tell their friends and family about its importance they may want to help preserve the environment of Antarctica
2 2 Tourists can help scientists with their experiments (collecting garbage for research)
3 Tourists donrsquot care aboutAntarctica
3
6 Which opinion do you agree with more-the scientists or the tourists Are there certain places in the world tourists shouldnrsquot be allowed to travel
(Adapted from Northstar Reading and Writing Intermediate 2nd ed Unit 6)
22
Reading 10 GAP Adventures
CORPORATE PROFILE GAP ADVENTURES
If you are tired of the one-week-in-the-Florida-sun vacation and want to do something exciting and off the beaten path then GAP Adventures is the perfect company to turn to They provide more than 600 different itineraries in more than 100 countries and have during the last yearsgiven more than 20 000 travelers the adventure of their lifetime This year approximately 15 million more people are expected to visit their web site some of them to change their lives forever
Their philosophy ldquoThe Freedom of Independent Travel with the Security of a Grouprdquo has been practiced since the start They respect their travelers as individuals and there is no requirement to be athletic to go on one of their trips The only thing needed is to have the spirit of adventure and the desire to experience a world totally different from what you areaccustomed to
Also the concept of responsible tourism is very important to GAP Adventures and they come and go and interact with the local populations leaving behind them only footprints Their commitment is to support local people and communities and to protect the environment they travel in To that end GAP Adventures developed Planeterra-the GAP Adventures Foundation that gives back to the people and communities their passengers visit on their trips
They hire people in different departments like Operations Product Sales and Marketing employing more than 300 staff worldwide Maybe the most obvious choice for you is the position as a GAP Tour Leader In this position you make peoplersquos holiday dreams come true and make sure all passengers have an enjoyable time
The local hostel where you spend the night is your home and your office is your backpack On your way to work you might have to hike the Inca Trail or canoe down the Amazon River This is the perfect job for you if you are passionate about different cultures travel and care about sustainable tourism
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 73)
GAP Adventures1 Match the following words from the reading on the left to words on the right that are closest in meaningAccustomed Spirit of adventureItineraries Philosophy Desire
uncommon placecourageresponsibleguiding beliefinterest
23
Off the beaten path Sustainable
familiar witha planned route
2 How is GAP different from other holiday tour operators3 What does ldquoleaving behind them only footprintsrdquo mean4 What is Planterra5 True or Falsea The GAP philosophy is ldquoThe Freedom of Independent Travel Without the Security of a Grouprdquob GAP Tour Leader is the perfect job for you if you like to be alone and sleep on the beach all dayc GAP Adventures has traveled with more than 20 000 travelersd Travelers must be athletic to travel with GAP
Reading 11 A Day in the Life of Richard Spacey
A DAY IN THE LIFE OF RICHARD SPACEYCruise Director Royal Caribbean International
Voyager of the Seas one of the largest and most innovative cruise ships ever built has a total guest capacity of 3700 with 1200 crew members Voyager of the Seas is a revolution in the cruising industry A floating city she features the worldrsquos first floating ice skating rink a rock climbing wall an inline skating track and the largest and most advanced theatre on the seas There is a four-story Royal Promenade shopping and entertainment area the entire length of the shop that acts as the main area for the ships activities and entertainment Cruise director Richard Spacey was very important in organizing the entertainment and activities program aboard with a support staff of 130 people What follows is an account of a day in the life of the cruise director of one of the largest cruise ships in the world
MONDAYmdashFIRST DAY AT SEA
730-830 am- Yesterday 3650 guests came aboard the ship in Miami and we headed for our first port of call Labadee our own private island on the coast of Hispaniola Before most of our guests arrive I plan and submit our daily activities schedule for the whole voyage to our hotel director Three couples were married in the wedding chapel yesterday and they are included in the 108 couples that have chosen to spend their honeymoon with us I have organized a special party later in the week to celebrate this happy occasion The youth activities manager reports that there are more than 600 children aboard ranging in age from 3 to 17 We offer a special deck and pool areaarcade for children in addition to our extensive youth facilities which include a teen dance hall
24
I oversee the cruise management team consisting of youth activities international guests shore excursions and business group functions including seminars group meetings presentations and cocktail parties
845-930am- Hotel directorrsquos meeting All of the division heads in the Hotel Department meet to discuss the daily operation of this floating hotel Todayrsquos agenda includes a monthly safety meeting Each division head presents his or her monthly report on safety and environmental protection Hospitality and the safety of our guests and crew are our top priorities
945-1030am- The start of my public duties I give a daily announcement and an explanation of all the activities and entertainment happening on the ship I start my morning walk around Time to start the first session of Jackpot BINGO for the week I walk by two acrobats performing for our guests on deck to entertain them They play different characters through the cruise and add quite a lot to the guest experience
The ice rink is busy with guests skating at our first All Skate session There are several sessions throughout the day The ice skating cast of performers are responsible for running the session as well as skating in our Ice Show
1100-1200noon-Time to change out of my day uniform into a business suit and put on stage makeup for the taping of our onboard talk show called ldquoVoyager Liverdquo I am one of the main sources for revenue making on board The television show is great on a small floating city 37 channels offer safety information music shopping tips CNBC CNN ESPN and free movies in several languages
Noon - Lunch with the staff in the Officers and Staff Dining Room
100-230pm -Change out of my business suit into shorts and a t-shirt to introduce the Belly Flop Competition at 130 at the pool Always a ldquobigrdquo event among our guests Quite a few laughs This is followed by cruise style horse racing We pick six people who move six wooden horses by a roll of the dice The betting is fierce as all of the guests cheer their favourite horses on Everyone loves the horse racing I am the track announcer for three horse races
I stop by the Sports Court to check out the action The sports court is full of families enjoying our Family Hour activities with the youth staff We offer a nine hole mini golf course golf driving simulator full court basketballvolleyball inline skating table tennis and a rock climbing wall that rises up 200 feet
300-830pm -First a POWER NAP The day will not end until about 1230am Being available all of the time is very exhausting The nap will help me stay up late
After I go back to the office to catch up on email and help organize the office It is also time to work on budgets and revenue predictions for next year
25
At dinner hour I got to the main deck to speak with the guests at the Welcome Aboard reception The captain gives his welcome speech and then we send them off to their dinner or the show at 830
At 830 I meet in the Champagne Bar with the hotel director before dinner Tonight we will entertain guests who are on their 50th cruise and also a company who is thinking of booking 700 guests on a future cruise with us
900-1230am -I introduce the entertainment for the night in our main theatre for the guests After dinner and dessert I introduce the same show for the second seating and watch the show for quality control After the show finishes I do a final walk around the lounges on the ship with my assistant We have live music playing everywhere and karaoke has just finished in one of the main lounges The dance hall is full because of singlesrsquo night tonight and there are a few couples enjoying music in the Jazz club
A long full day Time for bed because I have to be on the deck at 800 am to welcome our guests to our first destination Labadee
Discussion Questions
PART A (730-945am)1 What does Richard do before most of the guests arrive2 How many guests are on the Voyager of the Seas How many of those are children3 What departments does Richard Spacey oversee as Cruise Director4 What is the agenda at the Hotel Directorrsquos meeting
PART B (945-100pm)1 What kind of announcement does Richard make at 9452 Who does he meet performing on the deck and what are they doing3 What two activities has Richard organized to start during this time4 Why does Richard have to change into a business suit at 11
PART C (100-830pm)1 Why does Richard change out of his business suit and into a pair of shorts2 What two events are very popular among the cruise ship guests3 What services do they offer at the Sports Court
PART D (830pm-1230am)1 Why does Richard take a nap during the middle of his business day2 Who does Richard have dinner with at 830 Why are they special3 What events has Richard organized to occur at night for the guests
26
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 53-54)
Follow up ndash Watch Royal Caribbean movie Royal Reunion directed by James Brolin Find on youtube New Royal Caribbean Movie Royal Reunion -- The Short Film Directed by amp Starring James Brolin or on Royal Caribbean website wwwroyalcaribbeancom
Reading 12 Focus on Recreation Hospitality and Recreation Inextricably Intertwined
FOCUS ON RECREATION Hospitality and Recreation Inextricably Intertwined
By Bart Bartlett PhD Professor Penn State Universityrsquos School of Hospitality Management
Americans have more leisure time than ever before and as leisure time has grown leisure activities have evolved and grown as well As a result there are many opportunities for recreation and for careers in recreation management This includes positions in commercial recreation (resorts themed resorts the ski industry) in non commercial recreation (national parks) and in golf clubs and sports venues
In many situations recreation and hospitality go hand in hand When a ski trip combines recreation on the slopes with food and beverage services in the hotel or when a hotel guest uses the hotelrsquos business services and the spa recreation and hospitality are both involved When a convention centre hotel provides rooms food and beverage coordinates meetings and also organizes group activities during the conference hospitality and recreation begin to merge
Resorts and resort hotels are an example of the combination of hospitality and recreation A mega-resort such as Walt Disney World Resort provides a clear example of this point On a Disney vacation a family may enjoy lodging and food and beverage services provided by hotel staff and management trained in hospitality go into the park itself to enjoy attractions and shows arranged and managed by a recreation specialist take a break to enjoy foodservice provided by a hospitality provider and at the end of the day enjoy dinner provided by the hospitality staff and entertainment or dancing arranged by a recreation professional
From this example alone it is clear that the commonalities in settings services and focus on guest satisfaction indicate that hospitality and recreation do indeed work together closely
VOCABULARY
27
Look at the words below With a partner try to think of the definitions of the words below by looking at the words in context from the readings Write down the definitions and compare with another set of partners
EVOLVEDOPPORTUNITIESCOMMERCIALVENUESGO HAND IN HANDCOORDINATESMERGEMEGACOMMONALITIES
Check your Understanding1 What are some areas where you can work in recreation management2 List 3 examples where hospitality and recreation ldquogo hand in handrdquo3 Think of some other places like Walt Disney World where hospitality and recreation work closely together Explain how the two work together
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 374)
Reading 13 Beverage Industry
Java Coffee House CASE STUDY
Michelle Wong is manager of the Java Coffee House at a busy location on Union Street in San Francisco USA Michelle says that there are several challenges in operating a busy coffeehouse such as training staff to handle unusual circumstances For example one guest consumed a cup of coffee and ate two-
thirds (23) of a piece of cake and then said he didnrsquot like the cake so didnrsquot want to pay for his order
Another problem is suppliers who quote good prices to get her business and then two weeks later raise the price of some of the items Michelle says that the young employees she has at the Java Coffee House are her greatest challenge of all According to Michelle there are four kinds of employeesmdashlazy good but not responsible those who steal and great ones who are no trouble
Discussion Questions
28
1 What are some suggestions for training staff to handle unusual circumstances like the one in the case study
2 How do you ensure that suppliers are delivering the product atthe price promised
3 What do you do with lazy employees
4 What do you do with irresponsible employees
5 How do you deal with employees who steal
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 340)
Reading 14 Corporate Profile Starwoods Hotels
Corporate Profile Starwood Hotels
Starwood is one of the worldrsquos largest hotel and leisure companies Its brand names include St Regis the Luxury Collection Sheraton Westin W and Four Points by Sheraton Through these brands Starwood is well represented in most major markets around the world
Operations are grouped into two business segments hotels and vacation ownership operations Revenues and earnings come primarily from hotel operations which include the operation of owned hotels management and other fees earned from hotels managed through contracts and the collection of franchise fees
Second Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80countries and is made up of 140 hotels
29
Next Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts There are 19 vacation ownership resorts in the United States and the Bahamas
Fourth Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition The luxury brands continue to find new customers while maintaining loyalty among the worldrsquos most active travelers The strength of the Starwood brand is proven by superior ratings received from hotel guests and industry magazines The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list
Fifth Starwood has sophisticated and diverse hotel properties throughout the world including the St Regis in New York City the Phoenician in Scottsdale Arizona the Hotel Gritti Palace in Venice Italy the St Regis in Beijing Chinarsquo and the Westin Palace in Madrid Spain These are among the leading hotels in the industry and they provide the highest quality and service
Finally Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises Starwood plans to meet these goals by taking advantageof its large customer base and reach in the industry to reduce costs The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals more challenging
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 566)
Match the sentence parts to make correct definitions1 Starwoodrsquos strong brand a comes primarily from hotels2 Revenue at Starwood b is proven by high ratings from guests and industry
magazines3 Luxury and upscale hotels c help to increase Starwoodrsquos global presence totaling 733
hotels4 Franchised hotels d continue to visit Starwood hotels because of the high
quality and service5 Loyal Travellers e represent the majority of Starwoodrsquos hotel properties
Look at the statements below Put lsquoMrsquo next to the statement that is the MAIN IDEA Put lsquoSrsquo next to the statement that is a SUPPORTING IDEA or DETAILParagraph 1a Starwood is one of the worldrsquos largest hotel and leisure companies _______b Operations are grouped into two business segments hotels and vacation ownership operations ______
Paragraph 2
30
a Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80 countries and is made up of 140 hotels ______b Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry ______
Paragraph 3a There are 19 vacation ownership resorts in the United States and the Bahamas _______b Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts ______
Paragraph 4a Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition _______b The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list ______
Paragraph 5a These are among the leading hotels in the industry and they provide the highest quality and service ______b Starwood has sophisticated and diverse hotel properties throughout the world _____
Paragraph 6a Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises ______b The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals morechallenging ______
Match each word from the reading with a definition Write the letter of the definition next to the word1 Brand a worldly cultured and refined2 Revenue b a part of the whole3 Segment c different in design and services4 Loyalty d a product or image created by a company5 Sophisticated e make good use of something for personal benefit6 Upscale f above average in quality of high rank7 Diverse g permission given by one company to another to sell its products
and services8 To take advantage of h income9 Franchise i expensive and wealthy sector of the market10 Superior j support and confidence in a person or company
31
Complete each sentence below using one of the words from above Be sure to use the correct form of the word Not all words will be used1 The company decided to hire Nicholas over all the other applicants because he had __________ skills and experience2 Companies reward customers for their __________3 John spoke with the manager at his local McDonalds to see how he could open up his own ____________4 Elena has travelled all over the world and she can speak 4 different languages She is so ______________
Reading 15 Hospitality is Offering a Cup of Kindness
FOCUS ON SERVICEHospitality is Offering a Cup of Kindness
William B Martin Cal TechmdashMonterey Bay
Customer service is the primary focus of hospitality It is what hospitality is all aboutmdashwhat we do If you are interested in a hospitality career it is important to understand and learn as much as possible about customer service and particularly how to be successful at it Your success will come from a complete understanding of hospitality
Letrsquos begin by exploring why we provide hospitality Why are hospitality businesses in business What is the primary purpose of a foodservice operation A lodging travel or tourism related business Is it just for money Many of you might answer lsquoyesrsquo to this question But as you will see hospitality is much more than just about money Money is important but it is not the primary purpose of hospitality
Our job is to enhance the lives of those people (guests customers passengers etc) to whom we are dedicated to serve Yes it is that simple Our job is to make the lives of others better in a small way or big way it makes no difference Whatever it is we are out to make peoplersquos lives on this planet a little bit better or maybe even a lot better This is our purpose It is where we find meaning We enhance their lives through service and begin by understanding what it is they need The problem is that all of our guests come with many needs Some we can meet some we canrsquot If you can work toward helping them satisfy these needs you can go a long way toward making their lives better through kindness Quality customer service demands that service providers understand what it is that you want Kindness after all comes through understanding Kindness is demonstrated by making everyone feel welcome
Quality customer service also requires that we make all our guests feel so comfortable that they donrsquot need to worry because they are in good hands Whether they deserve it or not they should be made to feel important Why Because we all have a need to feel important This is our job
32
We need to stay focused on the primary purposes of hospitality We need to understand the power of kindness and the importance of satisfying the basic needs of our guests Hospitality and customer service success are found in our ability to enhance the lives of others through how we treat themmdashwith a little cup of kindness
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 17)
FOCUS ON SERVICECHECK YOUR UNDERSTANDING
1 What is the main idea of this reading passage What detail does the author use to support this point
2 According to the article which of these statements would a successful hospitality employee agree withA I always focus on making money when I am workingB I enjoy making the guest feel comfortable and importantC Only the employees who speak with guests need to focus on customer service and kindness
3 Use the vocabulary from the crossword to complete the sentences below Be sure to use the correct form of the wordA Most English teachers try to think about the language___________ of their students when they design their lesson plansB Students who are ___________ to learning English study it every single day These students _________ their high grades and praise from the teacherC The ________ in Rm 118 has checked out He left the housekeepers a large tip for their excellent and fast __________D Irsquom never shopping at this grocery store again The ________ of their food is horribleE Oh no One of the ________________ for my wedding has cancelled
Reading 16 Hotel Guest
Checking Out a Guest CASE STUDY
33
A guest walked up to the front desk agent in an upscale hotel ready to check out As she would usually when checking out a guest the agent asked the guest what his room number was The guest was in a hurry and showed his anxiety by responding ldquoI stay in a hundred hotel rooms and you expect me to remember the room numberrdquo
The agent then asked for the guestrsquos name to which he responded ldquoMy name is Mr Johnsteinrdquo After asking him to repeat himself the agent began to look for the guestrsquos last name but the name was not listed in the computer Because the man had a heavy accent and the agent assumed that she had misunderstood him she politely asked the guest to spell his last name He answered ldquoWhat Are you an idiot The person who checked me into the hotel last night had no problem checking me inrdquo Again the agent looked on the computer to find the guest was not in the system
The guest becoming even more frustrated said ldquoI have a plane to catch and it is ridiculous that it has taken you this long to check me out I also need to fax these papers off but I need to have them photocopied first and the agent responded ldquoThere is a business center at the end of the counter that will fax and photocopy whatever you needrdquo The guest replied ldquoIf I wanted your opinion I would have asked you for it Havenrsquot you ever heard of customer service Isnrsquot this a five star hotel With your bad attitude you should be working in a three star hotel I canrsquot believe they let you work here at the front desk Havenrsquot you found my name yet
The agent who was beginning to get upset asked the guest again to spell out his full name The guest angrily replied ldquoHere are my papers I want faxed if you are capable of faxing themrdquo The agent reached to take the papers and the guest shouted ldquoDonrsquot grab them from my hand You have a bad attitude and if I had more time I would talk to someone about getting you removed from your position to a hotel where they donrsquot require such quality of customer servicerdquo
The agent was very upset but kept herself calm to prevent the guest from getting annoyedThe agent continued to provide service to the guest sending the faxes and making the photocopies he had requested Upon her return the agent again asked the guest to repeat his last name because he had failed to spell it out The guest replied by spelling out his name ldquoJ-o-h-n-s-t-o-n-erdquo The agent was finally able to find his name on the computer and checked him out while he continued to verbally attack her The agent finished by telling the guest to have a nice flight
Discussion Questions1 Should the front desk agent have called the manager over to finish the checkout Or should she deal with the rude customer herself2 Would you have handled the situation the same way If yes explain why If no what would you have done it differently
Prepare to share your ideas with the class
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 pg 159)
34
Reading 17 Trends in Visitor Attractions
Trends in Visitor Attractions
What changes have there been in the development of attractions over the years Think about the difference between attractions when your parents were your age and what they are like now
Take a look at the reading below and see if your predictions were correct
INSIDE TOURISM THE CHANGING FACE OF THE lsquoATTRACTIONS INDUSTRYrsquo
As the wishes and tastes of tourists and visitors change tourist attractions have to change as well In the last twenty or thirty years there have been some significant developmentsNatural attractions like sandy beaches and mountains cannot change very much but there have been developments in particular a concern to preserve the environment and to make any buildings fit into the natural context
Perhaps the greatest changes have been in man-made attractions like museums and historic sites which have been redesigned to make them more interesting and entertaining places to visit while still maintaining their role of teaching visitors about the past In many of them the aim is not just to display the past but to take visitors into the past in an interactive waySome have been converted into lsquoliving museumsrsquo where actors in costumes meet the public and play the roles of characters from the past In others history is made vivid and exciting through the use of realistic waxworks animatronic models sounds and even smells to conjure up a sense of the past
Traditional festivals by definition are unchanging but there has been a trend to increase the number of special events and festivals as cities realize that holding a music festival or an arts event is a good way of attracting tourists
Entertainment and leisure facilities are always having to reinvent themselves In the developed world the simple rectangular swimming pool for example is no longer enough-it has to be a water park with flumes chutes splash zones and wave machines
The tourist is always looking to discover new attractions (as if their happiness depends on it) and because of this the lsquoattractions industryrsquo has to keep on changing
Check your Understanding1 Why do tourist attractions have to change
35
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
3 Complete the following outline of the reading with details to support the pointsa Scientists learn new things in Antarctica because it is different from other places How is it different
i ______________ ice in the worldii Itrsquos plants and animals live in a very _____________ environment
b Problems in Antarctica may affect the worldi There is a large ________________ above Antarcticaii It has ____________ of the worldrsquos fresh wateriii The ice acts as a natural _________________ for the earth keeping it cool
4 The following statements are false Rewrite the false statements to make them truea The oil spill caused by a cruise ship killed many scientistsb The writer of the essay knows the age of Antarctic icec Biologists and Botanists study the scientists that live on Antarctica
Reading 9 Travel Journal A Tourists Experience
Travel Journal ndash A Touristrsquos ExperienceChile South America February 16The sunlight was shining so brightly as our plane flew over the snow covered Andes mountains which seem to go on forever
Island of Cape Horn February 16We spent the morning at a small church named Star of the Sea This is a quiet place where visitors are invited to remember all of the international sailors who died here They were all trying to sail around the southern part of South America and many of them lost their lives at sea
Drake Passage-aboard the tour ship Explorer February 19We were welcomed today by the captain and crew They gave us warm Antarctic jackets and introduced themselves to us Sea birds followed the ship closely sailing in the cold wind As we headed south we saw a pink ship in the distance Our captain explained that it was not a ship but an iceberg-the first one of our trip The more I saw the more I wanted to learn about this unique and beautiful place
Deception Island Antarctica February 21We landed on Bailey Head where thousands and thousands of penguins greeted us The crew gave us rules to follow to protect the environment We were told to bring all of the trash that we could find on the ice back to the boat because a scientist on the ship is studying how much garbage is created by tourists in Antarctica each year We were also told not to disturb or feed the penguins because it is harmful for them
21
Paradise Bay Antarctica February 25Today we reached the mainland of the continent Our guide helped us walk through snow to the peak of an iceberg 500 feet above the sea We heard the noisy sound of penguins and later we explored the mountains of ice in motorized rafts It was incredible I always thought ice was white but here in Antarctica it is blue because it absorbs all of the colours of the rainbow except blue All around us are mountains of ice that no one has ever explored It amazed me to think that no human has ever walked on these It is so beautiful We need to help protect this special environment When I get home it will be hard for me to explain what my trip was like but I will try
A Travel Journal
1 What kind of person do you think this tourist is2 Do you think she did anything that was dangerous to Antarctica Explain3 Which part of her trip did she enjoy the most Which part would you enjoy the most4 What did people do on this trip to protect Antarctica and keep it clean5 The chart below compares the views of the scientist with the views of the tourist Look back at Tourists in a Fragile Land and A Travel Journal and fill in the missing information
OPINIONS OF THE SCIENTIST OPINIONS OF THE TOURIST
1 The Antarctic environment must be preserved for research
1 As tourists learn about Antarctica and return home to tell their friends and family about its importance they may want to help preserve the environment of Antarctica
2 2 Tourists can help scientists with their experiments (collecting garbage for research)
3 Tourists donrsquot care aboutAntarctica
3
6 Which opinion do you agree with more-the scientists or the tourists Are there certain places in the world tourists shouldnrsquot be allowed to travel
(Adapted from Northstar Reading and Writing Intermediate 2nd ed Unit 6)
22
Reading 10 GAP Adventures
CORPORATE PROFILE GAP ADVENTURES
If you are tired of the one-week-in-the-Florida-sun vacation and want to do something exciting and off the beaten path then GAP Adventures is the perfect company to turn to They provide more than 600 different itineraries in more than 100 countries and have during the last yearsgiven more than 20 000 travelers the adventure of their lifetime This year approximately 15 million more people are expected to visit their web site some of them to change their lives forever
Their philosophy ldquoThe Freedom of Independent Travel with the Security of a Grouprdquo has been practiced since the start They respect their travelers as individuals and there is no requirement to be athletic to go on one of their trips The only thing needed is to have the spirit of adventure and the desire to experience a world totally different from what you areaccustomed to
Also the concept of responsible tourism is very important to GAP Adventures and they come and go and interact with the local populations leaving behind them only footprints Their commitment is to support local people and communities and to protect the environment they travel in To that end GAP Adventures developed Planeterra-the GAP Adventures Foundation that gives back to the people and communities their passengers visit on their trips
They hire people in different departments like Operations Product Sales and Marketing employing more than 300 staff worldwide Maybe the most obvious choice for you is the position as a GAP Tour Leader In this position you make peoplersquos holiday dreams come true and make sure all passengers have an enjoyable time
The local hostel where you spend the night is your home and your office is your backpack On your way to work you might have to hike the Inca Trail or canoe down the Amazon River This is the perfect job for you if you are passionate about different cultures travel and care about sustainable tourism
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 73)
GAP Adventures1 Match the following words from the reading on the left to words on the right that are closest in meaningAccustomed Spirit of adventureItineraries Philosophy Desire
uncommon placecourageresponsibleguiding beliefinterest
23
Off the beaten path Sustainable
familiar witha planned route
2 How is GAP different from other holiday tour operators3 What does ldquoleaving behind them only footprintsrdquo mean4 What is Planterra5 True or Falsea The GAP philosophy is ldquoThe Freedom of Independent Travel Without the Security of a Grouprdquob GAP Tour Leader is the perfect job for you if you like to be alone and sleep on the beach all dayc GAP Adventures has traveled with more than 20 000 travelersd Travelers must be athletic to travel with GAP
Reading 11 A Day in the Life of Richard Spacey
A DAY IN THE LIFE OF RICHARD SPACEYCruise Director Royal Caribbean International
Voyager of the Seas one of the largest and most innovative cruise ships ever built has a total guest capacity of 3700 with 1200 crew members Voyager of the Seas is a revolution in the cruising industry A floating city she features the worldrsquos first floating ice skating rink a rock climbing wall an inline skating track and the largest and most advanced theatre on the seas There is a four-story Royal Promenade shopping and entertainment area the entire length of the shop that acts as the main area for the ships activities and entertainment Cruise director Richard Spacey was very important in organizing the entertainment and activities program aboard with a support staff of 130 people What follows is an account of a day in the life of the cruise director of one of the largest cruise ships in the world
MONDAYmdashFIRST DAY AT SEA
730-830 am- Yesterday 3650 guests came aboard the ship in Miami and we headed for our first port of call Labadee our own private island on the coast of Hispaniola Before most of our guests arrive I plan and submit our daily activities schedule for the whole voyage to our hotel director Three couples were married in the wedding chapel yesterday and they are included in the 108 couples that have chosen to spend their honeymoon with us I have organized a special party later in the week to celebrate this happy occasion The youth activities manager reports that there are more than 600 children aboard ranging in age from 3 to 17 We offer a special deck and pool areaarcade for children in addition to our extensive youth facilities which include a teen dance hall
24
I oversee the cruise management team consisting of youth activities international guests shore excursions and business group functions including seminars group meetings presentations and cocktail parties
845-930am- Hotel directorrsquos meeting All of the division heads in the Hotel Department meet to discuss the daily operation of this floating hotel Todayrsquos agenda includes a monthly safety meeting Each division head presents his or her monthly report on safety and environmental protection Hospitality and the safety of our guests and crew are our top priorities
945-1030am- The start of my public duties I give a daily announcement and an explanation of all the activities and entertainment happening on the ship I start my morning walk around Time to start the first session of Jackpot BINGO for the week I walk by two acrobats performing for our guests on deck to entertain them They play different characters through the cruise and add quite a lot to the guest experience
The ice rink is busy with guests skating at our first All Skate session There are several sessions throughout the day The ice skating cast of performers are responsible for running the session as well as skating in our Ice Show
1100-1200noon-Time to change out of my day uniform into a business suit and put on stage makeup for the taping of our onboard talk show called ldquoVoyager Liverdquo I am one of the main sources for revenue making on board The television show is great on a small floating city 37 channels offer safety information music shopping tips CNBC CNN ESPN and free movies in several languages
Noon - Lunch with the staff in the Officers and Staff Dining Room
100-230pm -Change out of my business suit into shorts and a t-shirt to introduce the Belly Flop Competition at 130 at the pool Always a ldquobigrdquo event among our guests Quite a few laughs This is followed by cruise style horse racing We pick six people who move six wooden horses by a roll of the dice The betting is fierce as all of the guests cheer their favourite horses on Everyone loves the horse racing I am the track announcer for three horse races
I stop by the Sports Court to check out the action The sports court is full of families enjoying our Family Hour activities with the youth staff We offer a nine hole mini golf course golf driving simulator full court basketballvolleyball inline skating table tennis and a rock climbing wall that rises up 200 feet
300-830pm -First a POWER NAP The day will not end until about 1230am Being available all of the time is very exhausting The nap will help me stay up late
After I go back to the office to catch up on email and help organize the office It is also time to work on budgets and revenue predictions for next year
25
At dinner hour I got to the main deck to speak with the guests at the Welcome Aboard reception The captain gives his welcome speech and then we send them off to their dinner or the show at 830
At 830 I meet in the Champagne Bar with the hotel director before dinner Tonight we will entertain guests who are on their 50th cruise and also a company who is thinking of booking 700 guests on a future cruise with us
900-1230am -I introduce the entertainment for the night in our main theatre for the guests After dinner and dessert I introduce the same show for the second seating and watch the show for quality control After the show finishes I do a final walk around the lounges on the ship with my assistant We have live music playing everywhere and karaoke has just finished in one of the main lounges The dance hall is full because of singlesrsquo night tonight and there are a few couples enjoying music in the Jazz club
A long full day Time for bed because I have to be on the deck at 800 am to welcome our guests to our first destination Labadee
Discussion Questions
PART A (730-945am)1 What does Richard do before most of the guests arrive2 How many guests are on the Voyager of the Seas How many of those are children3 What departments does Richard Spacey oversee as Cruise Director4 What is the agenda at the Hotel Directorrsquos meeting
PART B (945-100pm)1 What kind of announcement does Richard make at 9452 Who does he meet performing on the deck and what are they doing3 What two activities has Richard organized to start during this time4 Why does Richard have to change into a business suit at 11
PART C (100-830pm)1 Why does Richard change out of his business suit and into a pair of shorts2 What two events are very popular among the cruise ship guests3 What services do they offer at the Sports Court
PART D (830pm-1230am)1 Why does Richard take a nap during the middle of his business day2 Who does Richard have dinner with at 830 Why are they special3 What events has Richard organized to occur at night for the guests
26
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 53-54)
Follow up ndash Watch Royal Caribbean movie Royal Reunion directed by James Brolin Find on youtube New Royal Caribbean Movie Royal Reunion -- The Short Film Directed by amp Starring James Brolin or on Royal Caribbean website wwwroyalcaribbeancom
Reading 12 Focus on Recreation Hospitality and Recreation Inextricably Intertwined
FOCUS ON RECREATION Hospitality and Recreation Inextricably Intertwined
By Bart Bartlett PhD Professor Penn State Universityrsquos School of Hospitality Management
Americans have more leisure time than ever before and as leisure time has grown leisure activities have evolved and grown as well As a result there are many opportunities for recreation and for careers in recreation management This includes positions in commercial recreation (resorts themed resorts the ski industry) in non commercial recreation (national parks) and in golf clubs and sports venues
In many situations recreation and hospitality go hand in hand When a ski trip combines recreation on the slopes with food and beverage services in the hotel or when a hotel guest uses the hotelrsquos business services and the spa recreation and hospitality are both involved When a convention centre hotel provides rooms food and beverage coordinates meetings and also organizes group activities during the conference hospitality and recreation begin to merge
Resorts and resort hotels are an example of the combination of hospitality and recreation A mega-resort such as Walt Disney World Resort provides a clear example of this point On a Disney vacation a family may enjoy lodging and food and beverage services provided by hotel staff and management trained in hospitality go into the park itself to enjoy attractions and shows arranged and managed by a recreation specialist take a break to enjoy foodservice provided by a hospitality provider and at the end of the day enjoy dinner provided by the hospitality staff and entertainment or dancing arranged by a recreation professional
From this example alone it is clear that the commonalities in settings services and focus on guest satisfaction indicate that hospitality and recreation do indeed work together closely
VOCABULARY
27
Look at the words below With a partner try to think of the definitions of the words below by looking at the words in context from the readings Write down the definitions and compare with another set of partners
EVOLVEDOPPORTUNITIESCOMMERCIALVENUESGO HAND IN HANDCOORDINATESMERGEMEGACOMMONALITIES
Check your Understanding1 What are some areas where you can work in recreation management2 List 3 examples where hospitality and recreation ldquogo hand in handrdquo3 Think of some other places like Walt Disney World where hospitality and recreation work closely together Explain how the two work together
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 374)
Reading 13 Beverage Industry
Java Coffee House CASE STUDY
Michelle Wong is manager of the Java Coffee House at a busy location on Union Street in San Francisco USA Michelle says that there are several challenges in operating a busy coffeehouse such as training staff to handle unusual circumstances For example one guest consumed a cup of coffee and ate two-
thirds (23) of a piece of cake and then said he didnrsquot like the cake so didnrsquot want to pay for his order
Another problem is suppliers who quote good prices to get her business and then two weeks later raise the price of some of the items Michelle says that the young employees she has at the Java Coffee House are her greatest challenge of all According to Michelle there are four kinds of employeesmdashlazy good but not responsible those who steal and great ones who are no trouble
Discussion Questions
28
1 What are some suggestions for training staff to handle unusual circumstances like the one in the case study
2 How do you ensure that suppliers are delivering the product atthe price promised
3 What do you do with lazy employees
4 What do you do with irresponsible employees
5 How do you deal with employees who steal
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 340)
Reading 14 Corporate Profile Starwoods Hotels
Corporate Profile Starwood Hotels
Starwood is one of the worldrsquos largest hotel and leisure companies Its brand names include St Regis the Luxury Collection Sheraton Westin W and Four Points by Sheraton Through these brands Starwood is well represented in most major markets around the world
Operations are grouped into two business segments hotels and vacation ownership operations Revenues and earnings come primarily from hotel operations which include the operation of owned hotels management and other fees earned from hotels managed through contracts and the collection of franchise fees
Second Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80countries and is made up of 140 hotels
29
Next Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts There are 19 vacation ownership resorts in the United States and the Bahamas
Fourth Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition The luxury brands continue to find new customers while maintaining loyalty among the worldrsquos most active travelers The strength of the Starwood brand is proven by superior ratings received from hotel guests and industry magazines The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list
Fifth Starwood has sophisticated and diverse hotel properties throughout the world including the St Regis in New York City the Phoenician in Scottsdale Arizona the Hotel Gritti Palace in Venice Italy the St Regis in Beijing Chinarsquo and the Westin Palace in Madrid Spain These are among the leading hotels in the industry and they provide the highest quality and service
Finally Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises Starwood plans to meet these goals by taking advantageof its large customer base and reach in the industry to reduce costs The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals more challenging
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 566)
Match the sentence parts to make correct definitions1 Starwoodrsquos strong brand a comes primarily from hotels2 Revenue at Starwood b is proven by high ratings from guests and industry
magazines3 Luxury and upscale hotels c help to increase Starwoodrsquos global presence totaling 733
hotels4 Franchised hotels d continue to visit Starwood hotels because of the high
quality and service5 Loyal Travellers e represent the majority of Starwoodrsquos hotel properties
Look at the statements below Put lsquoMrsquo next to the statement that is the MAIN IDEA Put lsquoSrsquo next to the statement that is a SUPPORTING IDEA or DETAILParagraph 1a Starwood is one of the worldrsquos largest hotel and leisure companies _______b Operations are grouped into two business segments hotels and vacation ownership operations ______
Paragraph 2
30
a Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80 countries and is made up of 140 hotels ______b Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry ______
Paragraph 3a There are 19 vacation ownership resorts in the United States and the Bahamas _______b Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts ______
Paragraph 4a Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition _______b The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list ______
Paragraph 5a These are among the leading hotels in the industry and they provide the highest quality and service ______b Starwood has sophisticated and diverse hotel properties throughout the world _____
Paragraph 6a Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises ______b The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals morechallenging ______
Match each word from the reading with a definition Write the letter of the definition next to the word1 Brand a worldly cultured and refined2 Revenue b a part of the whole3 Segment c different in design and services4 Loyalty d a product or image created by a company5 Sophisticated e make good use of something for personal benefit6 Upscale f above average in quality of high rank7 Diverse g permission given by one company to another to sell its products
and services8 To take advantage of h income9 Franchise i expensive and wealthy sector of the market10 Superior j support and confidence in a person or company
31
Complete each sentence below using one of the words from above Be sure to use the correct form of the word Not all words will be used1 The company decided to hire Nicholas over all the other applicants because he had __________ skills and experience2 Companies reward customers for their __________3 John spoke with the manager at his local McDonalds to see how he could open up his own ____________4 Elena has travelled all over the world and she can speak 4 different languages She is so ______________
Reading 15 Hospitality is Offering a Cup of Kindness
FOCUS ON SERVICEHospitality is Offering a Cup of Kindness
William B Martin Cal TechmdashMonterey Bay
Customer service is the primary focus of hospitality It is what hospitality is all aboutmdashwhat we do If you are interested in a hospitality career it is important to understand and learn as much as possible about customer service and particularly how to be successful at it Your success will come from a complete understanding of hospitality
Letrsquos begin by exploring why we provide hospitality Why are hospitality businesses in business What is the primary purpose of a foodservice operation A lodging travel or tourism related business Is it just for money Many of you might answer lsquoyesrsquo to this question But as you will see hospitality is much more than just about money Money is important but it is not the primary purpose of hospitality
Our job is to enhance the lives of those people (guests customers passengers etc) to whom we are dedicated to serve Yes it is that simple Our job is to make the lives of others better in a small way or big way it makes no difference Whatever it is we are out to make peoplersquos lives on this planet a little bit better or maybe even a lot better This is our purpose It is where we find meaning We enhance their lives through service and begin by understanding what it is they need The problem is that all of our guests come with many needs Some we can meet some we canrsquot If you can work toward helping them satisfy these needs you can go a long way toward making their lives better through kindness Quality customer service demands that service providers understand what it is that you want Kindness after all comes through understanding Kindness is demonstrated by making everyone feel welcome
Quality customer service also requires that we make all our guests feel so comfortable that they donrsquot need to worry because they are in good hands Whether they deserve it or not they should be made to feel important Why Because we all have a need to feel important This is our job
32
We need to stay focused on the primary purposes of hospitality We need to understand the power of kindness and the importance of satisfying the basic needs of our guests Hospitality and customer service success are found in our ability to enhance the lives of others through how we treat themmdashwith a little cup of kindness
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 17)
FOCUS ON SERVICECHECK YOUR UNDERSTANDING
1 What is the main idea of this reading passage What detail does the author use to support this point
2 According to the article which of these statements would a successful hospitality employee agree withA I always focus on making money when I am workingB I enjoy making the guest feel comfortable and importantC Only the employees who speak with guests need to focus on customer service and kindness
3 Use the vocabulary from the crossword to complete the sentences below Be sure to use the correct form of the wordA Most English teachers try to think about the language___________ of their students when they design their lesson plansB Students who are ___________ to learning English study it every single day These students _________ their high grades and praise from the teacherC The ________ in Rm 118 has checked out He left the housekeepers a large tip for their excellent and fast __________D Irsquom never shopping at this grocery store again The ________ of their food is horribleE Oh no One of the ________________ for my wedding has cancelled
Reading 16 Hotel Guest
Checking Out a Guest CASE STUDY
33
A guest walked up to the front desk agent in an upscale hotel ready to check out As she would usually when checking out a guest the agent asked the guest what his room number was The guest was in a hurry and showed his anxiety by responding ldquoI stay in a hundred hotel rooms and you expect me to remember the room numberrdquo
The agent then asked for the guestrsquos name to which he responded ldquoMy name is Mr Johnsteinrdquo After asking him to repeat himself the agent began to look for the guestrsquos last name but the name was not listed in the computer Because the man had a heavy accent and the agent assumed that she had misunderstood him she politely asked the guest to spell his last name He answered ldquoWhat Are you an idiot The person who checked me into the hotel last night had no problem checking me inrdquo Again the agent looked on the computer to find the guest was not in the system
The guest becoming even more frustrated said ldquoI have a plane to catch and it is ridiculous that it has taken you this long to check me out I also need to fax these papers off but I need to have them photocopied first and the agent responded ldquoThere is a business center at the end of the counter that will fax and photocopy whatever you needrdquo The guest replied ldquoIf I wanted your opinion I would have asked you for it Havenrsquot you ever heard of customer service Isnrsquot this a five star hotel With your bad attitude you should be working in a three star hotel I canrsquot believe they let you work here at the front desk Havenrsquot you found my name yet
The agent who was beginning to get upset asked the guest again to spell out his full name The guest angrily replied ldquoHere are my papers I want faxed if you are capable of faxing themrdquo The agent reached to take the papers and the guest shouted ldquoDonrsquot grab them from my hand You have a bad attitude and if I had more time I would talk to someone about getting you removed from your position to a hotel where they donrsquot require such quality of customer servicerdquo
The agent was very upset but kept herself calm to prevent the guest from getting annoyedThe agent continued to provide service to the guest sending the faxes and making the photocopies he had requested Upon her return the agent again asked the guest to repeat his last name because he had failed to spell it out The guest replied by spelling out his name ldquoJ-o-h-n-s-t-o-n-erdquo The agent was finally able to find his name on the computer and checked him out while he continued to verbally attack her The agent finished by telling the guest to have a nice flight
Discussion Questions1 Should the front desk agent have called the manager over to finish the checkout Or should she deal with the rude customer herself2 Would you have handled the situation the same way If yes explain why If no what would you have done it differently
Prepare to share your ideas with the class
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 pg 159)
34
Reading 17 Trends in Visitor Attractions
Trends in Visitor Attractions
What changes have there been in the development of attractions over the years Think about the difference between attractions when your parents were your age and what they are like now
Take a look at the reading below and see if your predictions were correct
INSIDE TOURISM THE CHANGING FACE OF THE lsquoATTRACTIONS INDUSTRYrsquo
As the wishes and tastes of tourists and visitors change tourist attractions have to change as well In the last twenty or thirty years there have been some significant developmentsNatural attractions like sandy beaches and mountains cannot change very much but there have been developments in particular a concern to preserve the environment and to make any buildings fit into the natural context
Perhaps the greatest changes have been in man-made attractions like museums and historic sites which have been redesigned to make them more interesting and entertaining places to visit while still maintaining their role of teaching visitors about the past In many of them the aim is not just to display the past but to take visitors into the past in an interactive waySome have been converted into lsquoliving museumsrsquo where actors in costumes meet the public and play the roles of characters from the past In others history is made vivid and exciting through the use of realistic waxworks animatronic models sounds and even smells to conjure up a sense of the past
Traditional festivals by definition are unchanging but there has been a trend to increase the number of special events and festivals as cities realize that holding a music festival or an arts event is a good way of attracting tourists
Entertainment and leisure facilities are always having to reinvent themselves In the developed world the simple rectangular swimming pool for example is no longer enough-it has to be a water park with flumes chutes splash zones and wave machines
The tourist is always looking to discover new attractions (as if their happiness depends on it) and because of this the lsquoattractions industryrsquo has to keep on changing
Check your Understanding1 Why do tourist attractions have to change
35
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
Paradise Bay Antarctica February 25Today we reached the mainland of the continent Our guide helped us walk through snow to the peak of an iceberg 500 feet above the sea We heard the noisy sound of penguins and later we explored the mountains of ice in motorized rafts It was incredible I always thought ice was white but here in Antarctica it is blue because it absorbs all of the colours of the rainbow except blue All around us are mountains of ice that no one has ever explored It amazed me to think that no human has ever walked on these It is so beautiful We need to help protect this special environment When I get home it will be hard for me to explain what my trip was like but I will try
A Travel Journal
1 What kind of person do you think this tourist is2 Do you think she did anything that was dangerous to Antarctica Explain3 Which part of her trip did she enjoy the most Which part would you enjoy the most4 What did people do on this trip to protect Antarctica and keep it clean5 The chart below compares the views of the scientist with the views of the tourist Look back at Tourists in a Fragile Land and A Travel Journal and fill in the missing information
OPINIONS OF THE SCIENTIST OPINIONS OF THE TOURIST
1 The Antarctic environment must be preserved for research
1 As tourists learn about Antarctica and return home to tell their friends and family about its importance they may want to help preserve the environment of Antarctica
2 2 Tourists can help scientists with their experiments (collecting garbage for research)
3 Tourists donrsquot care aboutAntarctica
3
6 Which opinion do you agree with more-the scientists or the tourists Are there certain places in the world tourists shouldnrsquot be allowed to travel
(Adapted from Northstar Reading and Writing Intermediate 2nd ed Unit 6)
22
Reading 10 GAP Adventures
CORPORATE PROFILE GAP ADVENTURES
If you are tired of the one-week-in-the-Florida-sun vacation and want to do something exciting and off the beaten path then GAP Adventures is the perfect company to turn to They provide more than 600 different itineraries in more than 100 countries and have during the last yearsgiven more than 20 000 travelers the adventure of their lifetime This year approximately 15 million more people are expected to visit their web site some of them to change their lives forever
Their philosophy ldquoThe Freedom of Independent Travel with the Security of a Grouprdquo has been practiced since the start They respect their travelers as individuals and there is no requirement to be athletic to go on one of their trips The only thing needed is to have the spirit of adventure and the desire to experience a world totally different from what you areaccustomed to
Also the concept of responsible tourism is very important to GAP Adventures and they come and go and interact with the local populations leaving behind them only footprints Their commitment is to support local people and communities and to protect the environment they travel in To that end GAP Adventures developed Planeterra-the GAP Adventures Foundation that gives back to the people and communities their passengers visit on their trips
They hire people in different departments like Operations Product Sales and Marketing employing more than 300 staff worldwide Maybe the most obvious choice for you is the position as a GAP Tour Leader In this position you make peoplersquos holiday dreams come true and make sure all passengers have an enjoyable time
The local hostel where you spend the night is your home and your office is your backpack On your way to work you might have to hike the Inca Trail or canoe down the Amazon River This is the perfect job for you if you are passionate about different cultures travel and care about sustainable tourism
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 73)
GAP Adventures1 Match the following words from the reading on the left to words on the right that are closest in meaningAccustomed Spirit of adventureItineraries Philosophy Desire
uncommon placecourageresponsibleguiding beliefinterest
23
Off the beaten path Sustainable
familiar witha planned route
2 How is GAP different from other holiday tour operators3 What does ldquoleaving behind them only footprintsrdquo mean4 What is Planterra5 True or Falsea The GAP philosophy is ldquoThe Freedom of Independent Travel Without the Security of a Grouprdquob GAP Tour Leader is the perfect job for you if you like to be alone and sleep on the beach all dayc GAP Adventures has traveled with more than 20 000 travelersd Travelers must be athletic to travel with GAP
Reading 11 A Day in the Life of Richard Spacey
A DAY IN THE LIFE OF RICHARD SPACEYCruise Director Royal Caribbean International
Voyager of the Seas one of the largest and most innovative cruise ships ever built has a total guest capacity of 3700 with 1200 crew members Voyager of the Seas is a revolution in the cruising industry A floating city she features the worldrsquos first floating ice skating rink a rock climbing wall an inline skating track and the largest and most advanced theatre on the seas There is a four-story Royal Promenade shopping and entertainment area the entire length of the shop that acts as the main area for the ships activities and entertainment Cruise director Richard Spacey was very important in organizing the entertainment and activities program aboard with a support staff of 130 people What follows is an account of a day in the life of the cruise director of one of the largest cruise ships in the world
MONDAYmdashFIRST DAY AT SEA
730-830 am- Yesterday 3650 guests came aboard the ship in Miami and we headed for our first port of call Labadee our own private island on the coast of Hispaniola Before most of our guests arrive I plan and submit our daily activities schedule for the whole voyage to our hotel director Three couples were married in the wedding chapel yesterday and they are included in the 108 couples that have chosen to spend their honeymoon with us I have organized a special party later in the week to celebrate this happy occasion The youth activities manager reports that there are more than 600 children aboard ranging in age from 3 to 17 We offer a special deck and pool areaarcade for children in addition to our extensive youth facilities which include a teen dance hall
24
I oversee the cruise management team consisting of youth activities international guests shore excursions and business group functions including seminars group meetings presentations and cocktail parties
845-930am- Hotel directorrsquos meeting All of the division heads in the Hotel Department meet to discuss the daily operation of this floating hotel Todayrsquos agenda includes a monthly safety meeting Each division head presents his or her monthly report on safety and environmental protection Hospitality and the safety of our guests and crew are our top priorities
945-1030am- The start of my public duties I give a daily announcement and an explanation of all the activities and entertainment happening on the ship I start my morning walk around Time to start the first session of Jackpot BINGO for the week I walk by two acrobats performing for our guests on deck to entertain them They play different characters through the cruise and add quite a lot to the guest experience
The ice rink is busy with guests skating at our first All Skate session There are several sessions throughout the day The ice skating cast of performers are responsible for running the session as well as skating in our Ice Show
1100-1200noon-Time to change out of my day uniform into a business suit and put on stage makeup for the taping of our onboard talk show called ldquoVoyager Liverdquo I am one of the main sources for revenue making on board The television show is great on a small floating city 37 channels offer safety information music shopping tips CNBC CNN ESPN and free movies in several languages
Noon - Lunch with the staff in the Officers and Staff Dining Room
100-230pm -Change out of my business suit into shorts and a t-shirt to introduce the Belly Flop Competition at 130 at the pool Always a ldquobigrdquo event among our guests Quite a few laughs This is followed by cruise style horse racing We pick six people who move six wooden horses by a roll of the dice The betting is fierce as all of the guests cheer their favourite horses on Everyone loves the horse racing I am the track announcer for three horse races
I stop by the Sports Court to check out the action The sports court is full of families enjoying our Family Hour activities with the youth staff We offer a nine hole mini golf course golf driving simulator full court basketballvolleyball inline skating table tennis and a rock climbing wall that rises up 200 feet
300-830pm -First a POWER NAP The day will not end until about 1230am Being available all of the time is very exhausting The nap will help me stay up late
After I go back to the office to catch up on email and help organize the office It is also time to work on budgets and revenue predictions for next year
25
At dinner hour I got to the main deck to speak with the guests at the Welcome Aboard reception The captain gives his welcome speech and then we send them off to their dinner or the show at 830
At 830 I meet in the Champagne Bar with the hotel director before dinner Tonight we will entertain guests who are on their 50th cruise and also a company who is thinking of booking 700 guests on a future cruise with us
900-1230am -I introduce the entertainment for the night in our main theatre for the guests After dinner and dessert I introduce the same show for the second seating and watch the show for quality control After the show finishes I do a final walk around the lounges on the ship with my assistant We have live music playing everywhere and karaoke has just finished in one of the main lounges The dance hall is full because of singlesrsquo night tonight and there are a few couples enjoying music in the Jazz club
A long full day Time for bed because I have to be on the deck at 800 am to welcome our guests to our first destination Labadee
Discussion Questions
PART A (730-945am)1 What does Richard do before most of the guests arrive2 How many guests are on the Voyager of the Seas How many of those are children3 What departments does Richard Spacey oversee as Cruise Director4 What is the agenda at the Hotel Directorrsquos meeting
PART B (945-100pm)1 What kind of announcement does Richard make at 9452 Who does he meet performing on the deck and what are they doing3 What two activities has Richard organized to start during this time4 Why does Richard have to change into a business suit at 11
PART C (100-830pm)1 Why does Richard change out of his business suit and into a pair of shorts2 What two events are very popular among the cruise ship guests3 What services do they offer at the Sports Court
PART D (830pm-1230am)1 Why does Richard take a nap during the middle of his business day2 Who does Richard have dinner with at 830 Why are they special3 What events has Richard organized to occur at night for the guests
26
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 53-54)
Follow up ndash Watch Royal Caribbean movie Royal Reunion directed by James Brolin Find on youtube New Royal Caribbean Movie Royal Reunion -- The Short Film Directed by amp Starring James Brolin or on Royal Caribbean website wwwroyalcaribbeancom
Reading 12 Focus on Recreation Hospitality and Recreation Inextricably Intertwined
FOCUS ON RECREATION Hospitality and Recreation Inextricably Intertwined
By Bart Bartlett PhD Professor Penn State Universityrsquos School of Hospitality Management
Americans have more leisure time than ever before and as leisure time has grown leisure activities have evolved and grown as well As a result there are many opportunities for recreation and for careers in recreation management This includes positions in commercial recreation (resorts themed resorts the ski industry) in non commercial recreation (national parks) and in golf clubs and sports venues
In many situations recreation and hospitality go hand in hand When a ski trip combines recreation on the slopes with food and beverage services in the hotel or when a hotel guest uses the hotelrsquos business services and the spa recreation and hospitality are both involved When a convention centre hotel provides rooms food and beverage coordinates meetings and also organizes group activities during the conference hospitality and recreation begin to merge
Resorts and resort hotels are an example of the combination of hospitality and recreation A mega-resort such as Walt Disney World Resort provides a clear example of this point On a Disney vacation a family may enjoy lodging and food and beverage services provided by hotel staff and management trained in hospitality go into the park itself to enjoy attractions and shows arranged and managed by a recreation specialist take a break to enjoy foodservice provided by a hospitality provider and at the end of the day enjoy dinner provided by the hospitality staff and entertainment or dancing arranged by a recreation professional
From this example alone it is clear that the commonalities in settings services and focus on guest satisfaction indicate that hospitality and recreation do indeed work together closely
VOCABULARY
27
Look at the words below With a partner try to think of the definitions of the words below by looking at the words in context from the readings Write down the definitions and compare with another set of partners
EVOLVEDOPPORTUNITIESCOMMERCIALVENUESGO HAND IN HANDCOORDINATESMERGEMEGACOMMONALITIES
Check your Understanding1 What are some areas where you can work in recreation management2 List 3 examples where hospitality and recreation ldquogo hand in handrdquo3 Think of some other places like Walt Disney World where hospitality and recreation work closely together Explain how the two work together
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 374)
Reading 13 Beverage Industry
Java Coffee House CASE STUDY
Michelle Wong is manager of the Java Coffee House at a busy location on Union Street in San Francisco USA Michelle says that there are several challenges in operating a busy coffeehouse such as training staff to handle unusual circumstances For example one guest consumed a cup of coffee and ate two-
thirds (23) of a piece of cake and then said he didnrsquot like the cake so didnrsquot want to pay for his order
Another problem is suppliers who quote good prices to get her business and then two weeks later raise the price of some of the items Michelle says that the young employees she has at the Java Coffee House are her greatest challenge of all According to Michelle there are four kinds of employeesmdashlazy good but not responsible those who steal and great ones who are no trouble
Discussion Questions
28
1 What are some suggestions for training staff to handle unusual circumstances like the one in the case study
2 How do you ensure that suppliers are delivering the product atthe price promised
3 What do you do with lazy employees
4 What do you do with irresponsible employees
5 How do you deal with employees who steal
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 340)
Reading 14 Corporate Profile Starwoods Hotels
Corporate Profile Starwood Hotels
Starwood is one of the worldrsquos largest hotel and leisure companies Its brand names include St Regis the Luxury Collection Sheraton Westin W and Four Points by Sheraton Through these brands Starwood is well represented in most major markets around the world
Operations are grouped into two business segments hotels and vacation ownership operations Revenues and earnings come primarily from hotel operations which include the operation of owned hotels management and other fees earned from hotels managed through contracts and the collection of franchise fees
Second Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80countries and is made up of 140 hotels
29
Next Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts There are 19 vacation ownership resorts in the United States and the Bahamas
Fourth Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition The luxury brands continue to find new customers while maintaining loyalty among the worldrsquos most active travelers The strength of the Starwood brand is proven by superior ratings received from hotel guests and industry magazines The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list
Fifth Starwood has sophisticated and diverse hotel properties throughout the world including the St Regis in New York City the Phoenician in Scottsdale Arizona the Hotel Gritti Palace in Venice Italy the St Regis in Beijing Chinarsquo and the Westin Palace in Madrid Spain These are among the leading hotels in the industry and they provide the highest quality and service
Finally Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises Starwood plans to meet these goals by taking advantageof its large customer base and reach in the industry to reduce costs The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals more challenging
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 566)
Match the sentence parts to make correct definitions1 Starwoodrsquos strong brand a comes primarily from hotels2 Revenue at Starwood b is proven by high ratings from guests and industry
magazines3 Luxury and upscale hotels c help to increase Starwoodrsquos global presence totaling 733
hotels4 Franchised hotels d continue to visit Starwood hotels because of the high
quality and service5 Loyal Travellers e represent the majority of Starwoodrsquos hotel properties
Look at the statements below Put lsquoMrsquo next to the statement that is the MAIN IDEA Put lsquoSrsquo next to the statement that is a SUPPORTING IDEA or DETAILParagraph 1a Starwood is one of the worldrsquos largest hotel and leisure companies _______b Operations are grouped into two business segments hotels and vacation ownership operations ______
Paragraph 2
30
a Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80 countries and is made up of 140 hotels ______b Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry ______
Paragraph 3a There are 19 vacation ownership resorts in the United States and the Bahamas _______b Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts ______
Paragraph 4a Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition _______b The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list ______
Paragraph 5a These are among the leading hotels in the industry and they provide the highest quality and service ______b Starwood has sophisticated and diverse hotel properties throughout the world _____
Paragraph 6a Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises ______b The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals morechallenging ______
Match each word from the reading with a definition Write the letter of the definition next to the word1 Brand a worldly cultured and refined2 Revenue b a part of the whole3 Segment c different in design and services4 Loyalty d a product or image created by a company5 Sophisticated e make good use of something for personal benefit6 Upscale f above average in quality of high rank7 Diverse g permission given by one company to another to sell its products
and services8 To take advantage of h income9 Franchise i expensive and wealthy sector of the market10 Superior j support and confidence in a person or company
31
Complete each sentence below using one of the words from above Be sure to use the correct form of the word Not all words will be used1 The company decided to hire Nicholas over all the other applicants because he had __________ skills and experience2 Companies reward customers for their __________3 John spoke with the manager at his local McDonalds to see how he could open up his own ____________4 Elena has travelled all over the world and she can speak 4 different languages She is so ______________
Reading 15 Hospitality is Offering a Cup of Kindness
FOCUS ON SERVICEHospitality is Offering a Cup of Kindness
William B Martin Cal TechmdashMonterey Bay
Customer service is the primary focus of hospitality It is what hospitality is all aboutmdashwhat we do If you are interested in a hospitality career it is important to understand and learn as much as possible about customer service and particularly how to be successful at it Your success will come from a complete understanding of hospitality
Letrsquos begin by exploring why we provide hospitality Why are hospitality businesses in business What is the primary purpose of a foodservice operation A lodging travel or tourism related business Is it just for money Many of you might answer lsquoyesrsquo to this question But as you will see hospitality is much more than just about money Money is important but it is not the primary purpose of hospitality
Our job is to enhance the lives of those people (guests customers passengers etc) to whom we are dedicated to serve Yes it is that simple Our job is to make the lives of others better in a small way or big way it makes no difference Whatever it is we are out to make peoplersquos lives on this planet a little bit better or maybe even a lot better This is our purpose It is where we find meaning We enhance their lives through service and begin by understanding what it is they need The problem is that all of our guests come with many needs Some we can meet some we canrsquot If you can work toward helping them satisfy these needs you can go a long way toward making their lives better through kindness Quality customer service demands that service providers understand what it is that you want Kindness after all comes through understanding Kindness is demonstrated by making everyone feel welcome
Quality customer service also requires that we make all our guests feel so comfortable that they donrsquot need to worry because they are in good hands Whether they deserve it or not they should be made to feel important Why Because we all have a need to feel important This is our job
32
We need to stay focused on the primary purposes of hospitality We need to understand the power of kindness and the importance of satisfying the basic needs of our guests Hospitality and customer service success are found in our ability to enhance the lives of others through how we treat themmdashwith a little cup of kindness
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 17)
FOCUS ON SERVICECHECK YOUR UNDERSTANDING
1 What is the main idea of this reading passage What detail does the author use to support this point
2 According to the article which of these statements would a successful hospitality employee agree withA I always focus on making money when I am workingB I enjoy making the guest feel comfortable and importantC Only the employees who speak with guests need to focus on customer service and kindness
3 Use the vocabulary from the crossword to complete the sentences below Be sure to use the correct form of the wordA Most English teachers try to think about the language___________ of their students when they design their lesson plansB Students who are ___________ to learning English study it every single day These students _________ their high grades and praise from the teacherC The ________ in Rm 118 has checked out He left the housekeepers a large tip for their excellent and fast __________D Irsquom never shopping at this grocery store again The ________ of their food is horribleE Oh no One of the ________________ for my wedding has cancelled
Reading 16 Hotel Guest
Checking Out a Guest CASE STUDY
33
A guest walked up to the front desk agent in an upscale hotel ready to check out As she would usually when checking out a guest the agent asked the guest what his room number was The guest was in a hurry and showed his anxiety by responding ldquoI stay in a hundred hotel rooms and you expect me to remember the room numberrdquo
The agent then asked for the guestrsquos name to which he responded ldquoMy name is Mr Johnsteinrdquo After asking him to repeat himself the agent began to look for the guestrsquos last name but the name was not listed in the computer Because the man had a heavy accent and the agent assumed that she had misunderstood him she politely asked the guest to spell his last name He answered ldquoWhat Are you an idiot The person who checked me into the hotel last night had no problem checking me inrdquo Again the agent looked on the computer to find the guest was not in the system
The guest becoming even more frustrated said ldquoI have a plane to catch and it is ridiculous that it has taken you this long to check me out I also need to fax these papers off but I need to have them photocopied first and the agent responded ldquoThere is a business center at the end of the counter that will fax and photocopy whatever you needrdquo The guest replied ldquoIf I wanted your opinion I would have asked you for it Havenrsquot you ever heard of customer service Isnrsquot this a five star hotel With your bad attitude you should be working in a three star hotel I canrsquot believe they let you work here at the front desk Havenrsquot you found my name yet
The agent who was beginning to get upset asked the guest again to spell out his full name The guest angrily replied ldquoHere are my papers I want faxed if you are capable of faxing themrdquo The agent reached to take the papers and the guest shouted ldquoDonrsquot grab them from my hand You have a bad attitude and if I had more time I would talk to someone about getting you removed from your position to a hotel where they donrsquot require such quality of customer servicerdquo
The agent was very upset but kept herself calm to prevent the guest from getting annoyedThe agent continued to provide service to the guest sending the faxes and making the photocopies he had requested Upon her return the agent again asked the guest to repeat his last name because he had failed to spell it out The guest replied by spelling out his name ldquoJ-o-h-n-s-t-o-n-erdquo The agent was finally able to find his name on the computer and checked him out while he continued to verbally attack her The agent finished by telling the guest to have a nice flight
Discussion Questions1 Should the front desk agent have called the manager over to finish the checkout Or should she deal with the rude customer herself2 Would you have handled the situation the same way If yes explain why If no what would you have done it differently
Prepare to share your ideas with the class
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 pg 159)
34
Reading 17 Trends in Visitor Attractions
Trends in Visitor Attractions
What changes have there been in the development of attractions over the years Think about the difference between attractions when your parents were your age and what they are like now
Take a look at the reading below and see if your predictions were correct
INSIDE TOURISM THE CHANGING FACE OF THE lsquoATTRACTIONS INDUSTRYrsquo
As the wishes and tastes of tourists and visitors change tourist attractions have to change as well In the last twenty or thirty years there have been some significant developmentsNatural attractions like sandy beaches and mountains cannot change very much but there have been developments in particular a concern to preserve the environment and to make any buildings fit into the natural context
Perhaps the greatest changes have been in man-made attractions like museums and historic sites which have been redesigned to make them more interesting and entertaining places to visit while still maintaining their role of teaching visitors about the past In many of them the aim is not just to display the past but to take visitors into the past in an interactive waySome have been converted into lsquoliving museumsrsquo where actors in costumes meet the public and play the roles of characters from the past In others history is made vivid and exciting through the use of realistic waxworks animatronic models sounds and even smells to conjure up a sense of the past
Traditional festivals by definition are unchanging but there has been a trend to increase the number of special events and festivals as cities realize that holding a music festival or an arts event is a good way of attracting tourists
Entertainment and leisure facilities are always having to reinvent themselves In the developed world the simple rectangular swimming pool for example is no longer enough-it has to be a water park with flumes chutes splash zones and wave machines
The tourist is always looking to discover new attractions (as if their happiness depends on it) and because of this the lsquoattractions industryrsquo has to keep on changing
Check your Understanding1 Why do tourist attractions have to change
35
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
Reading 10 GAP Adventures
CORPORATE PROFILE GAP ADVENTURES
If you are tired of the one-week-in-the-Florida-sun vacation and want to do something exciting and off the beaten path then GAP Adventures is the perfect company to turn to They provide more than 600 different itineraries in more than 100 countries and have during the last yearsgiven more than 20 000 travelers the adventure of their lifetime This year approximately 15 million more people are expected to visit their web site some of them to change their lives forever
Their philosophy ldquoThe Freedom of Independent Travel with the Security of a Grouprdquo has been practiced since the start They respect their travelers as individuals and there is no requirement to be athletic to go on one of their trips The only thing needed is to have the spirit of adventure and the desire to experience a world totally different from what you areaccustomed to
Also the concept of responsible tourism is very important to GAP Adventures and they come and go and interact with the local populations leaving behind them only footprints Their commitment is to support local people and communities and to protect the environment they travel in To that end GAP Adventures developed Planeterra-the GAP Adventures Foundation that gives back to the people and communities their passengers visit on their trips
They hire people in different departments like Operations Product Sales and Marketing employing more than 300 staff worldwide Maybe the most obvious choice for you is the position as a GAP Tour Leader In this position you make peoplersquos holiday dreams come true and make sure all passengers have an enjoyable time
The local hostel where you spend the night is your home and your office is your backpack On your way to work you might have to hike the Inca Trail or canoe down the Amazon River This is the perfect job for you if you are passionate about different cultures travel and care about sustainable tourism
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 73)
GAP Adventures1 Match the following words from the reading on the left to words on the right that are closest in meaningAccustomed Spirit of adventureItineraries Philosophy Desire
uncommon placecourageresponsibleguiding beliefinterest
23
Off the beaten path Sustainable
familiar witha planned route
2 How is GAP different from other holiday tour operators3 What does ldquoleaving behind them only footprintsrdquo mean4 What is Planterra5 True or Falsea The GAP philosophy is ldquoThe Freedom of Independent Travel Without the Security of a Grouprdquob GAP Tour Leader is the perfect job for you if you like to be alone and sleep on the beach all dayc GAP Adventures has traveled with more than 20 000 travelersd Travelers must be athletic to travel with GAP
Reading 11 A Day in the Life of Richard Spacey
A DAY IN THE LIFE OF RICHARD SPACEYCruise Director Royal Caribbean International
Voyager of the Seas one of the largest and most innovative cruise ships ever built has a total guest capacity of 3700 with 1200 crew members Voyager of the Seas is a revolution in the cruising industry A floating city she features the worldrsquos first floating ice skating rink a rock climbing wall an inline skating track and the largest and most advanced theatre on the seas There is a four-story Royal Promenade shopping and entertainment area the entire length of the shop that acts as the main area for the ships activities and entertainment Cruise director Richard Spacey was very important in organizing the entertainment and activities program aboard with a support staff of 130 people What follows is an account of a day in the life of the cruise director of one of the largest cruise ships in the world
MONDAYmdashFIRST DAY AT SEA
730-830 am- Yesterday 3650 guests came aboard the ship in Miami and we headed for our first port of call Labadee our own private island on the coast of Hispaniola Before most of our guests arrive I plan and submit our daily activities schedule for the whole voyage to our hotel director Three couples were married in the wedding chapel yesterday and they are included in the 108 couples that have chosen to spend their honeymoon with us I have organized a special party later in the week to celebrate this happy occasion The youth activities manager reports that there are more than 600 children aboard ranging in age from 3 to 17 We offer a special deck and pool areaarcade for children in addition to our extensive youth facilities which include a teen dance hall
24
I oversee the cruise management team consisting of youth activities international guests shore excursions and business group functions including seminars group meetings presentations and cocktail parties
845-930am- Hotel directorrsquos meeting All of the division heads in the Hotel Department meet to discuss the daily operation of this floating hotel Todayrsquos agenda includes a monthly safety meeting Each division head presents his or her monthly report on safety and environmental protection Hospitality and the safety of our guests and crew are our top priorities
945-1030am- The start of my public duties I give a daily announcement and an explanation of all the activities and entertainment happening on the ship I start my morning walk around Time to start the first session of Jackpot BINGO for the week I walk by two acrobats performing for our guests on deck to entertain them They play different characters through the cruise and add quite a lot to the guest experience
The ice rink is busy with guests skating at our first All Skate session There are several sessions throughout the day The ice skating cast of performers are responsible for running the session as well as skating in our Ice Show
1100-1200noon-Time to change out of my day uniform into a business suit and put on stage makeup for the taping of our onboard talk show called ldquoVoyager Liverdquo I am one of the main sources for revenue making on board The television show is great on a small floating city 37 channels offer safety information music shopping tips CNBC CNN ESPN and free movies in several languages
Noon - Lunch with the staff in the Officers and Staff Dining Room
100-230pm -Change out of my business suit into shorts and a t-shirt to introduce the Belly Flop Competition at 130 at the pool Always a ldquobigrdquo event among our guests Quite a few laughs This is followed by cruise style horse racing We pick six people who move six wooden horses by a roll of the dice The betting is fierce as all of the guests cheer their favourite horses on Everyone loves the horse racing I am the track announcer for three horse races
I stop by the Sports Court to check out the action The sports court is full of families enjoying our Family Hour activities with the youth staff We offer a nine hole mini golf course golf driving simulator full court basketballvolleyball inline skating table tennis and a rock climbing wall that rises up 200 feet
300-830pm -First a POWER NAP The day will not end until about 1230am Being available all of the time is very exhausting The nap will help me stay up late
After I go back to the office to catch up on email and help organize the office It is also time to work on budgets and revenue predictions for next year
25
At dinner hour I got to the main deck to speak with the guests at the Welcome Aboard reception The captain gives his welcome speech and then we send them off to their dinner or the show at 830
At 830 I meet in the Champagne Bar with the hotel director before dinner Tonight we will entertain guests who are on their 50th cruise and also a company who is thinking of booking 700 guests on a future cruise with us
900-1230am -I introduce the entertainment for the night in our main theatre for the guests After dinner and dessert I introduce the same show for the second seating and watch the show for quality control After the show finishes I do a final walk around the lounges on the ship with my assistant We have live music playing everywhere and karaoke has just finished in one of the main lounges The dance hall is full because of singlesrsquo night tonight and there are a few couples enjoying music in the Jazz club
A long full day Time for bed because I have to be on the deck at 800 am to welcome our guests to our first destination Labadee
Discussion Questions
PART A (730-945am)1 What does Richard do before most of the guests arrive2 How many guests are on the Voyager of the Seas How many of those are children3 What departments does Richard Spacey oversee as Cruise Director4 What is the agenda at the Hotel Directorrsquos meeting
PART B (945-100pm)1 What kind of announcement does Richard make at 9452 Who does he meet performing on the deck and what are they doing3 What two activities has Richard organized to start during this time4 Why does Richard have to change into a business suit at 11
PART C (100-830pm)1 Why does Richard change out of his business suit and into a pair of shorts2 What two events are very popular among the cruise ship guests3 What services do they offer at the Sports Court
PART D (830pm-1230am)1 Why does Richard take a nap during the middle of his business day2 Who does Richard have dinner with at 830 Why are they special3 What events has Richard organized to occur at night for the guests
26
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 53-54)
Follow up ndash Watch Royal Caribbean movie Royal Reunion directed by James Brolin Find on youtube New Royal Caribbean Movie Royal Reunion -- The Short Film Directed by amp Starring James Brolin or on Royal Caribbean website wwwroyalcaribbeancom
Reading 12 Focus on Recreation Hospitality and Recreation Inextricably Intertwined
FOCUS ON RECREATION Hospitality and Recreation Inextricably Intertwined
By Bart Bartlett PhD Professor Penn State Universityrsquos School of Hospitality Management
Americans have more leisure time than ever before and as leisure time has grown leisure activities have evolved and grown as well As a result there are many opportunities for recreation and for careers in recreation management This includes positions in commercial recreation (resorts themed resorts the ski industry) in non commercial recreation (national parks) and in golf clubs and sports venues
In many situations recreation and hospitality go hand in hand When a ski trip combines recreation on the slopes with food and beverage services in the hotel or when a hotel guest uses the hotelrsquos business services and the spa recreation and hospitality are both involved When a convention centre hotel provides rooms food and beverage coordinates meetings and also organizes group activities during the conference hospitality and recreation begin to merge
Resorts and resort hotels are an example of the combination of hospitality and recreation A mega-resort such as Walt Disney World Resort provides a clear example of this point On a Disney vacation a family may enjoy lodging and food and beverage services provided by hotel staff and management trained in hospitality go into the park itself to enjoy attractions and shows arranged and managed by a recreation specialist take a break to enjoy foodservice provided by a hospitality provider and at the end of the day enjoy dinner provided by the hospitality staff and entertainment or dancing arranged by a recreation professional
From this example alone it is clear that the commonalities in settings services and focus on guest satisfaction indicate that hospitality and recreation do indeed work together closely
VOCABULARY
27
Look at the words below With a partner try to think of the definitions of the words below by looking at the words in context from the readings Write down the definitions and compare with another set of partners
EVOLVEDOPPORTUNITIESCOMMERCIALVENUESGO HAND IN HANDCOORDINATESMERGEMEGACOMMONALITIES
Check your Understanding1 What are some areas where you can work in recreation management2 List 3 examples where hospitality and recreation ldquogo hand in handrdquo3 Think of some other places like Walt Disney World where hospitality and recreation work closely together Explain how the two work together
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 374)
Reading 13 Beverage Industry
Java Coffee House CASE STUDY
Michelle Wong is manager of the Java Coffee House at a busy location on Union Street in San Francisco USA Michelle says that there are several challenges in operating a busy coffeehouse such as training staff to handle unusual circumstances For example one guest consumed a cup of coffee and ate two-
thirds (23) of a piece of cake and then said he didnrsquot like the cake so didnrsquot want to pay for his order
Another problem is suppliers who quote good prices to get her business and then two weeks later raise the price of some of the items Michelle says that the young employees she has at the Java Coffee House are her greatest challenge of all According to Michelle there are four kinds of employeesmdashlazy good but not responsible those who steal and great ones who are no trouble
Discussion Questions
28
1 What are some suggestions for training staff to handle unusual circumstances like the one in the case study
2 How do you ensure that suppliers are delivering the product atthe price promised
3 What do you do with lazy employees
4 What do you do with irresponsible employees
5 How do you deal with employees who steal
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 340)
Reading 14 Corporate Profile Starwoods Hotels
Corporate Profile Starwood Hotels
Starwood is one of the worldrsquos largest hotel and leisure companies Its brand names include St Regis the Luxury Collection Sheraton Westin W and Four Points by Sheraton Through these brands Starwood is well represented in most major markets around the world
Operations are grouped into two business segments hotels and vacation ownership operations Revenues and earnings come primarily from hotel operations which include the operation of owned hotels management and other fees earned from hotels managed through contracts and the collection of franchise fees
Second Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80countries and is made up of 140 hotels
29
Next Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts There are 19 vacation ownership resorts in the United States and the Bahamas
Fourth Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition The luxury brands continue to find new customers while maintaining loyalty among the worldrsquos most active travelers The strength of the Starwood brand is proven by superior ratings received from hotel guests and industry magazines The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list
Fifth Starwood has sophisticated and diverse hotel properties throughout the world including the St Regis in New York City the Phoenician in Scottsdale Arizona the Hotel Gritti Palace in Venice Italy the St Regis in Beijing Chinarsquo and the Westin Palace in Madrid Spain These are among the leading hotels in the industry and they provide the highest quality and service
Finally Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises Starwood plans to meet these goals by taking advantageof its large customer base and reach in the industry to reduce costs The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals more challenging
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 566)
Match the sentence parts to make correct definitions1 Starwoodrsquos strong brand a comes primarily from hotels2 Revenue at Starwood b is proven by high ratings from guests and industry
magazines3 Luxury and upscale hotels c help to increase Starwoodrsquos global presence totaling 733
hotels4 Franchised hotels d continue to visit Starwood hotels because of the high
quality and service5 Loyal Travellers e represent the majority of Starwoodrsquos hotel properties
Look at the statements below Put lsquoMrsquo next to the statement that is the MAIN IDEA Put lsquoSrsquo next to the statement that is a SUPPORTING IDEA or DETAILParagraph 1a Starwood is one of the worldrsquos largest hotel and leisure companies _______b Operations are grouped into two business segments hotels and vacation ownership operations ______
Paragraph 2
30
a Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80 countries and is made up of 140 hotels ______b Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry ______
Paragraph 3a There are 19 vacation ownership resorts in the United States and the Bahamas _______b Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts ______
Paragraph 4a Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition _______b The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list ______
Paragraph 5a These are among the leading hotels in the industry and they provide the highest quality and service ______b Starwood has sophisticated and diverse hotel properties throughout the world _____
Paragraph 6a Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises ______b The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals morechallenging ______
Match each word from the reading with a definition Write the letter of the definition next to the word1 Brand a worldly cultured and refined2 Revenue b a part of the whole3 Segment c different in design and services4 Loyalty d a product or image created by a company5 Sophisticated e make good use of something for personal benefit6 Upscale f above average in quality of high rank7 Diverse g permission given by one company to another to sell its products
and services8 To take advantage of h income9 Franchise i expensive and wealthy sector of the market10 Superior j support and confidence in a person or company
31
Complete each sentence below using one of the words from above Be sure to use the correct form of the word Not all words will be used1 The company decided to hire Nicholas over all the other applicants because he had __________ skills and experience2 Companies reward customers for their __________3 John spoke with the manager at his local McDonalds to see how he could open up his own ____________4 Elena has travelled all over the world and she can speak 4 different languages She is so ______________
Reading 15 Hospitality is Offering a Cup of Kindness
FOCUS ON SERVICEHospitality is Offering a Cup of Kindness
William B Martin Cal TechmdashMonterey Bay
Customer service is the primary focus of hospitality It is what hospitality is all aboutmdashwhat we do If you are interested in a hospitality career it is important to understand and learn as much as possible about customer service and particularly how to be successful at it Your success will come from a complete understanding of hospitality
Letrsquos begin by exploring why we provide hospitality Why are hospitality businesses in business What is the primary purpose of a foodservice operation A lodging travel or tourism related business Is it just for money Many of you might answer lsquoyesrsquo to this question But as you will see hospitality is much more than just about money Money is important but it is not the primary purpose of hospitality
Our job is to enhance the lives of those people (guests customers passengers etc) to whom we are dedicated to serve Yes it is that simple Our job is to make the lives of others better in a small way or big way it makes no difference Whatever it is we are out to make peoplersquos lives on this planet a little bit better or maybe even a lot better This is our purpose It is where we find meaning We enhance their lives through service and begin by understanding what it is they need The problem is that all of our guests come with many needs Some we can meet some we canrsquot If you can work toward helping them satisfy these needs you can go a long way toward making their lives better through kindness Quality customer service demands that service providers understand what it is that you want Kindness after all comes through understanding Kindness is demonstrated by making everyone feel welcome
Quality customer service also requires that we make all our guests feel so comfortable that they donrsquot need to worry because they are in good hands Whether they deserve it or not they should be made to feel important Why Because we all have a need to feel important This is our job
32
We need to stay focused on the primary purposes of hospitality We need to understand the power of kindness and the importance of satisfying the basic needs of our guests Hospitality and customer service success are found in our ability to enhance the lives of others through how we treat themmdashwith a little cup of kindness
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 17)
FOCUS ON SERVICECHECK YOUR UNDERSTANDING
1 What is the main idea of this reading passage What detail does the author use to support this point
2 According to the article which of these statements would a successful hospitality employee agree withA I always focus on making money when I am workingB I enjoy making the guest feel comfortable and importantC Only the employees who speak with guests need to focus on customer service and kindness
3 Use the vocabulary from the crossword to complete the sentences below Be sure to use the correct form of the wordA Most English teachers try to think about the language___________ of their students when they design their lesson plansB Students who are ___________ to learning English study it every single day These students _________ their high grades and praise from the teacherC The ________ in Rm 118 has checked out He left the housekeepers a large tip for their excellent and fast __________D Irsquom never shopping at this grocery store again The ________ of their food is horribleE Oh no One of the ________________ for my wedding has cancelled
Reading 16 Hotel Guest
Checking Out a Guest CASE STUDY
33
A guest walked up to the front desk agent in an upscale hotel ready to check out As she would usually when checking out a guest the agent asked the guest what his room number was The guest was in a hurry and showed his anxiety by responding ldquoI stay in a hundred hotel rooms and you expect me to remember the room numberrdquo
The agent then asked for the guestrsquos name to which he responded ldquoMy name is Mr Johnsteinrdquo After asking him to repeat himself the agent began to look for the guestrsquos last name but the name was not listed in the computer Because the man had a heavy accent and the agent assumed that she had misunderstood him she politely asked the guest to spell his last name He answered ldquoWhat Are you an idiot The person who checked me into the hotel last night had no problem checking me inrdquo Again the agent looked on the computer to find the guest was not in the system
The guest becoming even more frustrated said ldquoI have a plane to catch and it is ridiculous that it has taken you this long to check me out I also need to fax these papers off but I need to have them photocopied first and the agent responded ldquoThere is a business center at the end of the counter that will fax and photocopy whatever you needrdquo The guest replied ldquoIf I wanted your opinion I would have asked you for it Havenrsquot you ever heard of customer service Isnrsquot this a five star hotel With your bad attitude you should be working in a three star hotel I canrsquot believe they let you work here at the front desk Havenrsquot you found my name yet
The agent who was beginning to get upset asked the guest again to spell out his full name The guest angrily replied ldquoHere are my papers I want faxed if you are capable of faxing themrdquo The agent reached to take the papers and the guest shouted ldquoDonrsquot grab them from my hand You have a bad attitude and if I had more time I would talk to someone about getting you removed from your position to a hotel where they donrsquot require such quality of customer servicerdquo
The agent was very upset but kept herself calm to prevent the guest from getting annoyedThe agent continued to provide service to the guest sending the faxes and making the photocopies he had requested Upon her return the agent again asked the guest to repeat his last name because he had failed to spell it out The guest replied by spelling out his name ldquoJ-o-h-n-s-t-o-n-erdquo The agent was finally able to find his name on the computer and checked him out while he continued to verbally attack her The agent finished by telling the guest to have a nice flight
Discussion Questions1 Should the front desk agent have called the manager over to finish the checkout Or should she deal with the rude customer herself2 Would you have handled the situation the same way If yes explain why If no what would you have done it differently
Prepare to share your ideas with the class
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 pg 159)
34
Reading 17 Trends in Visitor Attractions
Trends in Visitor Attractions
What changes have there been in the development of attractions over the years Think about the difference between attractions when your parents were your age and what they are like now
Take a look at the reading below and see if your predictions were correct
INSIDE TOURISM THE CHANGING FACE OF THE lsquoATTRACTIONS INDUSTRYrsquo
As the wishes and tastes of tourists and visitors change tourist attractions have to change as well In the last twenty or thirty years there have been some significant developmentsNatural attractions like sandy beaches and mountains cannot change very much but there have been developments in particular a concern to preserve the environment and to make any buildings fit into the natural context
Perhaps the greatest changes have been in man-made attractions like museums and historic sites which have been redesigned to make them more interesting and entertaining places to visit while still maintaining their role of teaching visitors about the past In many of them the aim is not just to display the past but to take visitors into the past in an interactive waySome have been converted into lsquoliving museumsrsquo where actors in costumes meet the public and play the roles of characters from the past In others history is made vivid and exciting through the use of realistic waxworks animatronic models sounds and even smells to conjure up a sense of the past
Traditional festivals by definition are unchanging but there has been a trend to increase the number of special events and festivals as cities realize that holding a music festival or an arts event is a good way of attracting tourists
Entertainment and leisure facilities are always having to reinvent themselves In the developed world the simple rectangular swimming pool for example is no longer enough-it has to be a water park with flumes chutes splash zones and wave machines
The tourist is always looking to discover new attractions (as if their happiness depends on it) and because of this the lsquoattractions industryrsquo has to keep on changing
Check your Understanding1 Why do tourist attractions have to change
35
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
Off the beaten path Sustainable
familiar witha planned route
2 How is GAP different from other holiday tour operators3 What does ldquoleaving behind them only footprintsrdquo mean4 What is Planterra5 True or Falsea The GAP philosophy is ldquoThe Freedom of Independent Travel Without the Security of a Grouprdquob GAP Tour Leader is the perfect job for you if you like to be alone and sleep on the beach all dayc GAP Adventures has traveled with more than 20 000 travelersd Travelers must be athletic to travel with GAP
Reading 11 A Day in the Life of Richard Spacey
A DAY IN THE LIFE OF RICHARD SPACEYCruise Director Royal Caribbean International
Voyager of the Seas one of the largest and most innovative cruise ships ever built has a total guest capacity of 3700 with 1200 crew members Voyager of the Seas is a revolution in the cruising industry A floating city she features the worldrsquos first floating ice skating rink a rock climbing wall an inline skating track and the largest and most advanced theatre on the seas There is a four-story Royal Promenade shopping and entertainment area the entire length of the shop that acts as the main area for the ships activities and entertainment Cruise director Richard Spacey was very important in organizing the entertainment and activities program aboard with a support staff of 130 people What follows is an account of a day in the life of the cruise director of one of the largest cruise ships in the world
MONDAYmdashFIRST DAY AT SEA
730-830 am- Yesterday 3650 guests came aboard the ship in Miami and we headed for our first port of call Labadee our own private island on the coast of Hispaniola Before most of our guests arrive I plan and submit our daily activities schedule for the whole voyage to our hotel director Three couples were married in the wedding chapel yesterday and they are included in the 108 couples that have chosen to spend their honeymoon with us I have organized a special party later in the week to celebrate this happy occasion The youth activities manager reports that there are more than 600 children aboard ranging in age from 3 to 17 We offer a special deck and pool areaarcade for children in addition to our extensive youth facilities which include a teen dance hall
24
I oversee the cruise management team consisting of youth activities international guests shore excursions and business group functions including seminars group meetings presentations and cocktail parties
845-930am- Hotel directorrsquos meeting All of the division heads in the Hotel Department meet to discuss the daily operation of this floating hotel Todayrsquos agenda includes a monthly safety meeting Each division head presents his or her monthly report on safety and environmental protection Hospitality and the safety of our guests and crew are our top priorities
945-1030am- The start of my public duties I give a daily announcement and an explanation of all the activities and entertainment happening on the ship I start my morning walk around Time to start the first session of Jackpot BINGO for the week I walk by two acrobats performing for our guests on deck to entertain them They play different characters through the cruise and add quite a lot to the guest experience
The ice rink is busy with guests skating at our first All Skate session There are several sessions throughout the day The ice skating cast of performers are responsible for running the session as well as skating in our Ice Show
1100-1200noon-Time to change out of my day uniform into a business suit and put on stage makeup for the taping of our onboard talk show called ldquoVoyager Liverdquo I am one of the main sources for revenue making on board The television show is great on a small floating city 37 channels offer safety information music shopping tips CNBC CNN ESPN and free movies in several languages
Noon - Lunch with the staff in the Officers and Staff Dining Room
100-230pm -Change out of my business suit into shorts and a t-shirt to introduce the Belly Flop Competition at 130 at the pool Always a ldquobigrdquo event among our guests Quite a few laughs This is followed by cruise style horse racing We pick six people who move six wooden horses by a roll of the dice The betting is fierce as all of the guests cheer their favourite horses on Everyone loves the horse racing I am the track announcer for three horse races
I stop by the Sports Court to check out the action The sports court is full of families enjoying our Family Hour activities with the youth staff We offer a nine hole mini golf course golf driving simulator full court basketballvolleyball inline skating table tennis and a rock climbing wall that rises up 200 feet
300-830pm -First a POWER NAP The day will not end until about 1230am Being available all of the time is very exhausting The nap will help me stay up late
After I go back to the office to catch up on email and help organize the office It is also time to work on budgets and revenue predictions for next year
25
At dinner hour I got to the main deck to speak with the guests at the Welcome Aboard reception The captain gives his welcome speech and then we send them off to their dinner or the show at 830
At 830 I meet in the Champagne Bar with the hotel director before dinner Tonight we will entertain guests who are on their 50th cruise and also a company who is thinking of booking 700 guests on a future cruise with us
900-1230am -I introduce the entertainment for the night in our main theatre for the guests After dinner and dessert I introduce the same show for the second seating and watch the show for quality control After the show finishes I do a final walk around the lounges on the ship with my assistant We have live music playing everywhere and karaoke has just finished in one of the main lounges The dance hall is full because of singlesrsquo night tonight and there are a few couples enjoying music in the Jazz club
A long full day Time for bed because I have to be on the deck at 800 am to welcome our guests to our first destination Labadee
Discussion Questions
PART A (730-945am)1 What does Richard do before most of the guests arrive2 How many guests are on the Voyager of the Seas How many of those are children3 What departments does Richard Spacey oversee as Cruise Director4 What is the agenda at the Hotel Directorrsquos meeting
PART B (945-100pm)1 What kind of announcement does Richard make at 9452 Who does he meet performing on the deck and what are they doing3 What two activities has Richard organized to start during this time4 Why does Richard have to change into a business suit at 11
PART C (100-830pm)1 Why does Richard change out of his business suit and into a pair of shorts2 What two events are very popular among the cruise ship guests3 What services do they offer at the Sports Court
PART D (830pm-1230am)1 Why does Richard take a nap during the middle of his business day2 Who does Richard have dinner with at 830 Why are they special3 What events has Richard organized to occur at night for the guests
26
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 53-54)
Follow up ndash Watch Royal Caribbean movie Royal Reunion directed by James Brolin Find on youtube New Royal Caribbean Movie Royal Reunion -- The Short Film Directed by amp Starring James Brolin or on Royal Caribbean website wwwroyalcaribbeancom
Reading 12 Focus on Recreation Hospitality and Recreation Inextricably Intertwined
FOCUS ON RECREATION Hospitality and Recreation Inextricably Intertwined
By Bart Bartlett PhD Professor Penn State Universityrsquos School of Hospitality Management
Americans have more leisure time than ever before and as leisure time has grown leisure activities have evolved and grown as well As a result there are many opportunities for recreation and for careers in recreation management This includes positions in commercial recreation (resorts themed resorts the ski industry) in non commercial recreation (national parks) and in golf clubs and sports venues
In many situations recreation and hospitality go hand in hand When a ski trip combines recreation on the slopes with food and beverage services in the hotel or when a hotel guest uses the hotelrsquos business services and the spa recreation and hospitality are both involved When a convention centre hotel provides rooms food and beverage coordinates meetings and also organizes group activities during the conference hospitality and recreation begin to merge
Resorts and resort hotels are an example of the combination of hospitality and recreation A mega-resort such as Walt Disney World Resort provides a clear example of this point On a Disney vacation a family may enjoy lodging and food and beverage services provided by hotel staff and management trained in hospitality go into the park itself to enjoy attractions and shows arranged and managed by a recreation specialist take a break to enjoy foodservice provided by a hospitality provider and at the end of the day enjoy dinner provided by the hospitality staff and entertainment or dancing arranged by a recreation professional
From this example alone it is clear that the commonalities in settings services and focus on guest satisfaction indicate that hospitality and recreation do indeed work together closely
VOCABULARY
27
Look at the words below With a partner try to think of the definitions of the words below by looking at the words in context from the readings Write down the definitions and compare with another set of partners
EVOLVEDOPPORTUNITIESCOMMERCIALVENUESGO HAND IN HANDCOORDINATESMERGEMEGACOMMONALITIES
Check your Understanding1 What are some areas where you can work in recreation management2 List 3 examples where hospitality and recreation ldquogo hand in handrdquo3 Think of some other places like Walt Disney World where hospitality and recreation work closely together Explain how the two work together
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 374)
Reading 13 Beverage Industry
Java Coffee House CASE STUDY
Michelle Wong is manager of the Java Coffee House at a busy location on Union Street in San Francisco USA Michelle says that there are several challenges in operating a busy coffeehouse such as training staff to handle unusual circumstances For example one guest consumed a cup of coffee and ate two-
thirds (23) of a piece of cake and then said he didnrsquot like the cake so didnrsquot want to pay for his order
Another problem is suppliers who quote good prices to get her business and then two weeks later raise the price of some of the items Michelle says that the young employees she has at the Java Coffee House are her greatest challenge of all According to Michelle there are four kinds of employeesmdashlazy good but not responsible those who steal and great ones who are no trouble
Discussion Questions
28
1 What are some suggestions for training staff to handle unusual circumstances like the one in the case study
2 How do you ensure that suppliers are delivering the product atthe price promised
3 What do you do with lazy employees
4 What do you do with irresponsible employees
5 How do you deal with employees who steal
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 340)
Reading 14 Corporate Profile Starwoods Hotels
Corporate Profile Starwood Hotels
Starwood is one of the worldrsquos largest hotel and leisure companies Its brand names include St Regis the Luxury Collection Sheraton Westin W and Four Points by Sheraton Through these brands Starwood is well represented in most major markets around the world
Operations are grouped into two business segments hotels and vacation ownership operations Revenues and earnings come primarily from hotel operations which include the operation of owned hotels management and other fees earned from hotels managed through contracts and the collection of franchise fees
Second Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80countries and is made up of 140 hotels
29
Next Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts There are 19 vacation ownership resorts in the United States and the Bahamas
Fourth Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition The luxury brands continue to find new customers while maintaining loyalty among the worldrsquos most active travelers The strength of the Starwood brand is proven by superior ratings received from hotel guests and industry magazines The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list
Fifth Starwood has sophisticated and diverse hotel properties throughout the world including the St Regis in New York City the Phoenician in Scottsdale Arizona the Hotel Gritti Palace in Venice Italy the St Regis in Beijing Chinarsquo and the Westin Palace in Madrid Spain These are among the leading hotels in the industry and they provide the highest quality and service
Finally Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises Starwood plans to meet these goals by taking advantageof its large customer base and reach in the industry to reduce costs The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals more challenging
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 566)
Match the sentence parts to make correct definitions1 Starwoodrsquos strong brand a comes primarily from hotels2 Revenue at Starwood b is proven by high ratings from guests and industry
magazines3 Luxury and upscale hotels c help to increase Starwoodrsquos global presence totaling 733
hotels4 Franchised hotels d continue to visit Starwood hotels because of the high
quality and service5 Loyal Travellers e represent the majority of Starwoodrsquos hotel properties
Look at the statements below Put lsquoMrsquo next to the statement that is the MAIN IDEA Put lsquoSrsquo next to the statement that is a SUPPORTING IDEA or DETAILParagraph 1a Starwood is one of the worldrsquos largest hotel and leisure companies _______b Operations are grouped into two business segments hotels and vacation ownership operations ______
Paragraph 2
30
a Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80 countries and is made up of 140 hotels ______b Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry ______
Paragraph 3a There are 19 vacation ownership resorts in the United States and the Bahamas _______b Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts ______
Paragraph 4a Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition _______b The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list ______
Paragraph 5a These are among the leading hotels in the industry and they provide the highest quality and service ______b Starwood has sophisticated and diverse hotel properties throughout the world _____
Paragraph 6a Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises ______b The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals morechallenging ______
Match each word from the reading with a definition Write the letter of the definition next to the word1 Brand a worldly cultured and refined2 Revenue b a part of the whole3 Segment c different in design and services4 Loyalty d a product or image created by a company5 Sophisticated e make good use of something for personal benefit6 Upscale f above average in quality of high rank7 Diverse g permission given by one company to another to sell its products
and services8 To take advantage of h income9 Franchise i expensive and wealthy sector of the market10 Superior j support and confidence in a person or company
31
Complete each sentence below using one of the words from above Be sure to use the correct form of the word Not all words will be used1 The company decided to hire Nicholas over all the other applicants because he had __________ skills and experience2 Companies reward customers for their __________3 John spoke with the manager at his local McDonalds to see how he could open up his own ____________4 Elena has travelled all over the world and she can speak 4 different languages She is so ______________
Reading 15 Hospitality is Offering a Cup of Kindness
FOCUS ON SERVICEHospitality is Offering a Cup of Kindness
William B Martin Cal TechmdashMonterey Bay
Customer service is the primary focus of hospitality It is what hospitality is all aboutmdashwhat we do If you are interested in a hospitality career it is important to understand and learn as much as possible about customer service and particularly how to be successful at it Your success will come from a complete understanding of hospitality
Letrsquos begin by exploring why we provide hospitality Why are hospitality businesses in business What is the primary purpose of a foodservice operation A lodging travel or tourism related business Is it just for money Many of you might answer lsquoyesrsquo to this question But as you will see hospitality is much more than just about money Money is important but it is not the primary purpose of hospitality
Our job is to enhance the lives of those people (guests customers passengers etc) to whom we are dedicated to serve Yes it is that simple Our job is to make the lives of others better in a small way or big way it makes no difference Whatever it is we are out to make peoplersquos lives on this planet a little bit better or maybe even a lot better This is our purpose It is where we find meaning We enhance their lives through service and begin by understanding what it is they need The problem is that all of our guests come with many needs Some we can meet some we canrsquot If you can work toward helping them satisfy these needs you can go a long way toward making their lives better through kindness Quality customer service demands that service providers understand what it is that you want Kindness after all comes through understanding Kindness is demonstrated by making everyone feel welcome
Quality customer service also requires that we make all our guests feel so comfortable that they donrsquot need to worry because they are in good hands Whether they deserve it or not they should be made to feel important Why Because we all have a need to feel important This is our job
32
We need to stay focused on the primary purposes of hospitality We need to understand the power of kindness and the importance of satisfying the basic needs of our guests Hospitality and customer service success are found in our ability to enhance the lives of others through how we treat themmdashwith a little cup of kindness
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 17)
FOCUS ON SERVICECHECK YOUR UNDERSTANDING
1 What is the main idea of this reading passage What detail does the author use to support this point
2 According to the article which of these statements would a successful hospitality employee agree withA I always focus on making money when I am workingB I enjoy making the guest feel comfortable and importantC Only the employees who speak with guests need to focus on customer service and kindness
3 Use the vocabulary from the crossword to complete the sentences below Be sure to use the correct form of the wordA Most English teachers try to think about the language___________ of their students when they design their lesson plansB Students who are ___________ to learning English study it every single day These students _________ their high grades and praise from the teacherC The ________ in Rm 118 has checked out He left the housekeepers a large tip for their excellent and fast __________D Irsquom never shopping at this grocery store again The ________ of their food is horribleE Oh no One of the ________________ for my wedding has cancelled
Reading 16 Hotel Guest
Checking Out a Guest CASE STUDY
33
A guest walked up to the front desk agent in an upscale hotel ready to check out As she would usually when checking out a guest the agent asked the guest what his room number was The guest was in a hurry and showed his anxiety by responding ldquoI stay in a hundred hotel rooms and you expect me to remember the room numberrdquo
The agent then asked for the guestrsquos name to which he responded ldquoMy name is Mr Johnsteinrdquo After asking him to repeat himself the agent began to look for the guestrsquos last name but the name was not listed in the computer Because the man had a heavy accent and the agent assumed that she had misunderstood him she politely asked the guest to spell his last name He answered ldquoWhat Are you an idiot The person who checked me into the hotel last night had no problem checking me inrdquo Again the agent looked on the computer to find the guest was not in the system
The guest becoming even more frustrated said ldquoI have a plane to catch and it is ridiculous that it has taken you this long to check me out I also need to fax these papers off but I need to have them photocopied first and the agent responded ldquoThere is a business center at the end of the counter that will fax and photocopy whatever you needrdquo The guest replied ldquoIf I wanted your opinion I would have asked you for it Havenrsquot you ever heard of customer service Isnrsquot this a five star hotel With your bad attitude you should be working in a three star hotel I canrsquot believe they let you work here at the front desk Havenrsquot you found my name yet
The agent who was beginning to get upset asked the guest again to spell out his full name The guest angrily replied ldquoHere are my papers I want faxed if you are capable of faxing themrdquo The agent reached to take the papers and the guest shouted ldquoDonrsquot grab them from my hand You have a bad attitude and if I had more time I would talk to someone about getting you removed from your position to a hotel where they donrsquot require such quality of customer servicerdquo
The agent was very upset but kept herself calm to prevent the guest from getting annoyedThe agent continued to provide service to the guest sending the faxes and making the photocopies he had requested Upon her return the agent again asked the guest to repeat his last name because he had failed to spell it out The guest replied by spelling out his name ldquoJ-o-h-n-s-t-o-n-erdquo The agent was finally able to find his name on the computer and checked him out while he continued to verbally attack her The agent finished by telling the guest to have a nice flight
Discussion Questions1 Should the front desk agent have called the manager over to finish the checkout Or should she deal with the rude customer herself2 Would you have handled the situation the same way If yes explain why If no what would you have done it differently
Prepare to share your ideas with the class
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 pg 159)
34
Reading 17 Trends in Visitor Attractions
Trends in Visitor Attractions
What changes have there been in the development of attractions over the years Think about the difference between attractions when your parents were your age and what they are like now
Take a look at the reading below and see if your predictions were correct
INSIDE TOURISM THE CHANGING FACE OF THE lsquoATTRACTIONS INDUSTRYrsquo
As the wishes and tastes of tourists and visitors change tourist attractions have to change as well In the last twenty or thirty years there have been some significant developmentsNatural attractions like sandy beaches and mountains cannot change very much but there have been developments in particular a concern to preserve the environment and to make any buildings fit into the natural context
Perhaps the greatest changes have been in man-made attractions like museums and historic sites which have been redesigned to make them more interesting and entertaining places to visit while still maintaining their role of teaching visitors about the past In many of them the aim is not just to display the past but to take visitors into the past in an interactive waySome have been converted into lsquoliving museumsrsquo where actors in costumes meet the public and play the roles of characters from the past In others history is made vivid and exciting through the use of realistic waxworks animatronic models sounds and even smells to conjure up a sense of the past
Traditional festivals by definition are unchanging but there has been a trend to increase the number of special events and festivals as cities realize that holding a music festival or an arts event is a good way of attracting tourists
Entertainment and leisure facilities are always having to reinvent themselves In the developed world the simple rectangular swimming pool for example is no longer enough-it has to be a water park with flumes chutes splash zones and wave machines
The tourist is always looking to discover new attractions (as if their happiness depends on it) and because of this the lsquoattractions industryrsquo has to keep on changing
Check your Understanding1 Why do tourist attractions have to change
35
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
I oversee the cruise management team consisting of youth activities international guests shore excursions and business group functions including seminars group meetings presentations and cocktail parties
845-930am- Hotel directorrsquos meeting All of the division heads in the Hotel Department meet to discuss the daily operation of this floating hotel Todayrsquos agenda includes a monthly safety meeting Each division head presents his or her monthly report on safety and environmental protection Hospitality and the safety of our guests and crew are our top priorities
945-1030am- The start of my public duties I give a daily announcement and an explanation of all the activities and entertainment happening on the ship I start my morning walk around Time to start the first session of Jackpot BINGO for the week I walk by two acrobats performing for our guests on deck to entertain them They play different characters through the cruise and add quite a lot to the guest experience
The ice rink is busy with guests skating at our first All Skate session There are several sessions throughout the day The ice skating cast of performers are responsible for running the session as well as skating in our Ice Show
1100-1200noon-Time to change out of my day uniform into a business suit and put on stage makeup for the taping of our onboard talk show called ldquoVoyager Liverdquo I am one of the main sources for revenue making on board The television show is great on a small floating city 37 channels offer safety information music shopping tips CNBC CNN ESPN and free movies in several languages
Noon - Lunch with the staff in the Officers and Staff Dining Room
100-230pm -Change out of my business suit into shorts and a t-shirt to introduce the Belly Flop Competition at 130 at the pool Always a ldquobigrdquo event among our guests Quite a few laughs This is followed by cruise style horse racing We pick six people who move six wooden horses by a roll of the dice The betting is fierce as all of the guests cheer their favourite horses on Everyone loves the horse racing I am the track announcer for three horse races
I stop by the Sports Court to check out the action The sports court is full of families enjoying our Family Hour activities with the youth staff We offer a nine hole mini golf course golf driving simulator full court basketballvolleyball inline skating table tennis and a rock climbing wall that rises up 200 feet
300-830pm -First a POWER NAP The day will not end until about 1230am Being available all of the time is very exhausting The nap will help me stay up late
After I go back to the office to catch up on email and help organize the office It is also time to work on budgets and revenue predictions for next year
25
At dinner hour I got to the main deck to speak with the guests at the Welcome Aboard reception The captain gives his welcome speech and then we send them off to their dinner or the show at 830
At 830 I meet in the Champagne Bar with the hotel director before dinner Tonight we will entertain guests who are on their 50th cruise and also a company who is thinking of booking 700 guests on a future cruise with us
900-1230am -I introduce the entertainment for the night in our main theatre for the guests After dinner and dessert I introduce the same show for the second seating and watch the show for quality control After the show finishes I do a final walk around the lounges on the ship with my assistant We have live music playing everywhere and karaoke has just finished in one of the main lounges The dance hall is full because of singlesrsquo night tonight and there are a few couples enjoying music in the Jazz club
A long full day Time for bed because I have to be on the deck at 800 am to welcome our guests to our first destination Labadee
Discussion Questions
PART A (730-945am)1 What does Richard do before most of the guests arrive2 How many guests are on the Voyager of the Seas How many of those are children3 What departments does Richard Spacey oversee as Cruise Director4 What is the agenda at the Hotel Directorrsquos meeting
PART B (945-100pm)1 What kind of announcement does Richard make at 9452 Who does he meet performing on the deck and what are they doing3 What two activities has Richard organized to start during this time4 Why does Richard have to change into a business suit at 11
PART C (100-830pm)1 Why does Richard change out of his business suit and into a pair of shorts2 What two events are very popular among the cruise ship guests3 What services do they offer at the Sports Court
PART D (830pm-1230am)1 Why does Richard take a nap during the middle of his business day2 Who does Richard have dinner with at 830 Why are they special3 What events has Richard organized to occur at night for the guests
26
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 53-54)
Follow up ndash Watch Royal Caribbean movie Royal Reunion directed by James Brolin Find on youtube New Royal Caribbean Movie Royal Reunion -- The Short Film Directed by amp Starring James Brolin or on Royal Caribbean website wwwroyalcaribbeancom
Reading 12 Focus on Recreation Hospitality and Recreation Inextricably Intertwined
FOCUS ON RECREATION Hospitality and Recreation Inextricably Intertwined
By Bart Bartlett PhD Professor Penn State Universityrsquos School of Hospitality Management
Americans have more leisure time than ever before and as leisure time has grown leisure activities have evolved and grown as well As a result there are many opportunities for recreation and for careers in recreation management This includes positions in commercial recreation (resorts themed resorts the ski industry) in non commercial recreation (national parks) and in golf clubs and sports venues
In many situations recreation and hospitality go hand in hand When a ski trip combines recreation on the slopes with food and beverage services in the hotel or when a hotel guest uses the hotelrsquos business services and the spa recreation and hospitality are both involved When a convention centre hotel provides rooms food and beverage coordinates meetings and also organizes group activities during the conference hospitality and recreation begin to merge
Resorts and resort hotels are an example of the combination of hospitality and recreation A mega-resort such as Walt Disney World Resort provides a clear example of this point On a Disney vacation a family may enjoy lodging and food and beverage services provided by hotel staff and management trained in hospitality go into the park itself to enjoy attractions and shows arranged and managed by a recreation specialist take a break to enjoy foodservice provided by a hospitality provider and at the end of the day enjoy dinner provided by the hospitality staff and entertainment or dancing arranged by a recreation professional
From this example alone it is clear that the commonalities in settings services and focus on guest satisfaction indicate that hospitality and recreation do indeed work together closely
VOCABULARY
27
Look at the words below With a partner try to think of the definitions of the words below by looking at the words in context from the readings Write down the definitions and compare with another set of partners
EVOLVEDOPPORTUNITIESCOMMERCIALVENUESGO HAND IN HANDCOORDINATESMERGEMEGACOMMONALITIES
Check your Understanding1 What are some areas where you can work in recreation management2 List 3 examples where hospitality and recreation ldquogo hand in handrdquo3 Think of some other places like Walt Disney World where hospitality and recreation work closely together Explain how the two work together
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 374)
Reading 13 Beverage Industry
Java Coffee House CASE STUDY
Michelle Wong is manager of the Java Coffee House at a busy location on Union Street in San Francisco USA Michelle says that there are several challenges in operating a busy coffeehouse such as training staff to handle unusual circumstances For example one guest consumed a cup of coffee and ate two-
thirds (23) of a piece of cake and then said he didnrsquot like the cake so didnrsquot want to pay for his order
Another problem is suppliers who quote good prices to get her business and then two weeks later raise the price of some of the items Michelle says that the young employees she has at the Java Coffee House are her greatest challenge of all According to Michelle there are four kinds of employeesmdashlazy good but not responsible those who steal and great ones who are no trouble
Discussion Questions
28
1 What are some suggestions for training staff to handle unusual circumstances like the one in the case study
2 How do you ensure that suppliers are delivering the product atthe price promised
3 What do you do with lazy employees
4 What do you do with irresponsible employees
5 How do you deal with employees who steal
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 340)
Reading 14 Corporate Profile Starwoods Hotels
Corporate Profile Starwood Hotels
Starwood is one of the worldrsquos largest hotel and leisure companies Its brand names include St Regis the Luxury Collection Sheraton Westin W and Four Points by Sheraton Through these brands Starwood is well represented in most major markets around the world
Operations are grouped into two business segments hotels and vacation ownership operations Revenues and earnings come primarily from hotel operations which include the operation of owned hotels management and other fees earned from hotels managed through contracts and the collection of franchise fees
Second Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80countries and is made up of 140 hotels
29
Next Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts There are 19 vacation ownership resorts in the United States and the Bahamas
Fourth Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition The luxury brands continue to find new customers while maintaining loyalty among the worldrsquos most active travelers The strength of the Starwood brand is proven by superior ratings received from hotel guests and industry magazines The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list
Fifth Starwood has sophisticated and diverse hotel properties throughout the world including the St Regis in New York City the Phoenician in Scottsdale Arizona the Hotel Gritti Palace in Venice Italy the St Regis in Beijing Chinarsquo and the Westin Palace in Madrid Spain These are among the leading hotels in the industry and they provide the highest quality and service
Finally Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises Starwood plans to meet these goals by taking advantageof its large customer base and reach in the industry to reduce costs The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals more challenging
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 566)
Match the sentence parts to make correct definitions1 Starwoodrsquos strong brand a comes primarily from hotels2 Revenue at Starwood b is proven by high ratings from guests and industry
magazines3 Luxury and upscale hotels c help to increase Starwoodrsquos global presence totaling 733
hotels4 Franchised hotels d continue to visit Starwood hotels because of the high
quality and service5 Loyal Travellers e represent the majority of Starwoodrsquos hotel properties
Look at the statements below Put lsquoMrsquo next to the statement that is the MAIN IDEA Put lsquoSrsquo next to the statement that is a SUPPORTING IDEA or DETAILParagraph 1a Starwood is one of the worldrsquos largest hotel and leisure companies _______b Operations are grouped into two business segments hotels and vacation ownership operations ______
Paragraph 2
30
a Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80 countries and is made up of 140 hotels ______b Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry ______
Paragraph 3a There are 19 vacation ownership resorts in the United States and the Bahamas _______b Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts ______
Paragraph 4a Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition _______b The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list ______
Paragraph 5a These are among the leading hotels in the industry and they provide the highest quality and service ______b Starwood has sophisticated and diverse hotel properties throughout the world _____
Paragraph 6a Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises ______b The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals morechallenging ______
Match each word from the reading with a definition Write the letter of the definition next to the word1 Brand a worldly cultured and refined2 Revenue b a part of the whole3 Segment c different in design and services4 Loyalty d a product or image created by a company5 Sophisticated e make good use of something for personal benefit6 Upscale f above average in quality of high rank7 Diverse g permission given by one company to another to sell its products
and services8 To take advantage of h income9 Franchise i expensive and wealthy sector of the market10 Superior j support and confidence in a person or company
31
Complete each sentence below using one of the words from above Be sure to use the correct form of the word Not all words will be used1 The company decided to hire Nicholas over all the other applicants because he had __________ skills and experience2 Companies reward customers for their __________3 John spoke with the manager at his local McDonalds to see how he could open up his own ____________4 Elena has travelled all over the world and she can speak 4 different languages She is so ______________
Reading 15 Hospitality is Offering a Cup of Kindness
FOCUS ON SERVICEHospitality is Offering a Cup of Kindness
William B Martin Cal TechmdashMonterey Bay
Customer service is the primary focus of hospitality It is what hospitality is all aboutmdashwhat we do If you are interested in a hospitality career it is important to understand and learn as much as possible about customer service and particularly how to be successful at it Your success will come from a complete understanding of hospitality
Letrsquos begin by exploring why we provide hospitality Why are hospitality businesses in business What is the primary purpose of a foodservice operation A lodging travel or tourism related business Is it just for money Many of you might answer lsquoyesrsquo to this question But as you will see hospitality is much more than just about money Money is important but it is not the primary purpose of hospitality
Our job is to enhance the lives of those people (guests customers passengers etc) to whom we are dedicated to serve Yes it is that simple Our job is to make the lives of others better in a small way or big way it makes no difference Whatever it is we are out to make peoplersquos lives on this planet a little bit better or maybe even a lot better This is our purpose It is where we find meaning We enhance their lives through service and begin by understanding what it is they need The problem is that all of our guests come with many needs Some we can meet some we canrsquot If you can work toward helping them satisfy these needs you can go a long way toward making their lives better through kindness Quality customer service demands that service providers understand what it is that you want Kindness after all comes through understanding Kindness is demonstrated by making everyone feel welcome
Quality customer service also requires that we make all our guests feel so comfortable that they donrsquot need to worry because they are in good hands Whether they deserve it or not they should be made to feel important Why Because we all have a need to feel important This is our job
32
We need to stay focused on the primary purposes of hospitality We need to understand the power of kindness and the importance of satisfying the basic needs of our guests Hospitality and customer service success are found in our ability to enhance the lives of others through how we treat themmdashwith a little cup of kindness
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 17)
FOCUS ON SERVICECHECK YOUR UNDERSTANDING
1 What is the main idea of this reading passage What detail does the author use to support this point
2 According to the article which of these statements would a successful hospitality employee agree withA I always focus on making money when I am workingB I enjoy making the guest feel comfortable and importantC Only the employees who speak with guests need to focus on customer service and kindness
3 Use the vocabulary from the crossword to complete the sentences below Be sure to use the correct form of the wordA Most English teachers try to think about the language___________ of their students when they design their lesson plansB Students who are ___________ to learning English study it every single day These students _________ their high grades and praise from the teacherC The ________ in Rm 118 has checked out He left the housekeepers a large tip for their excellent and fast __________D Irsquom never shopping at this grocery store again The ________ of their food is horribleE Oh no One of the ________________ for my wedding has cancelled
Reading 16 Hotel Guest
Checking Out a Guest CASE STUDY
33
A guest walked up to the front desk agent in an upscale hotel ready to check out As she would usually when checking out a guest the agent asked the guest what his room number was The guest was in a hurry and showed his anxiety by responding ldquoI stay in a hundred hotel rooms and you expect me to remember the room numberrdquo
The agent then asked for the guestrsquos name to which he responded ldquoMy name is Mr Johnsteinrdquo After asking him to repeat himself the agent began to look for the guestrsquos last name but the name was not listed in the computer Because the man had a heavy accent and the agent assumed that she had misunderstood him she politely asked the guest to spell his last name He answered ldquoWhat Are you an idiot The person who checked me into the hotel last night had no problem checking me inrdquo Again the agent looked on the computer to find the guest was not in the system
The guest becoming even more frustrated said ldquoI have a plane to catch and it is ridiculous that it has taken you this long to check me out I also need to fax these papers off but I need to have them photocopied first and the agent responded ldquoThere is a business center at the end of the counter that will fax and photocopy whatever you needrdquo The guest replied ldquoIf I wanted your opinion I would have asked you for it Havenrsquot you ever heard of customer service Isnrsquot this a five star hotel With your bad attitude you should be working in a three star hotel I canrsquot believe they let you work here at the front desk Havenrsquot you found my name yet
The agent who was beginning to get upset asked the guest again to spell out his full name The guest angrily replied ldquoHere are my papers I want faxed if you are capable of faxing themrdquo The agent reached to take the papers and the guest shouted ldquoDonrsquot grab them from my hand You have a bad attitude and if I had more time I would talk to someone about getting you removed from your position to a hotel where they donrsquot require such quality of customer servicerdquo
The agent was very upset but kept herself calm to prevent the guest from getting annoyedThe agent continued to provide service to the guest sending the faxes and making the photocopies he had requested Upon her return the agent again asked the guest to repeat his last name because he had failed to spell it out The guest replied by spelling out his name ldquoJ-o-h-n-s-t-o-n-erdquo The agent was finally able to find his name on the computer and checked him out while he continued to verbally attack her The agent finished by telling the guest to have a nice flight
Discussion Questions1 Should the front desk agent have called the manager over to finish the checkout Or should she deal with the rude customer herself2 Would you have handled the situation the same way If yes explain why If no what would you have done it differently
Prepare to share your ideas with the class
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 pg 159)
34
Reading 17 Trends in Visitor Attractions
Trends in Visitor Attractions
What changes have there been in the development of attractions over the years Think about the difference between attractions when your parents were your age and what they are like now
Take a look at the reading below and see if your predictions were correct
INSIDE TOURISM THE CHANGING FACE OF THE lsquoATTRACTIONS INDUSTRYrsquo
As the wishes and tastes of tourists and visitors change tourist attractions have to change as well In the last twenty or thirty years there have been some significant developmentsNatural attractions like sandy beaches and mountains cannot change very much but there have been developments in particular a concern to preserve the environment and to make any buildings fit into the natural context
Perhaps the greatest changes have been in man-made attractions like museums and historic sites which have been redesigned to make them more interesting and entertaining places to visit while still maintaining their role of teaching visitors about the past In many of them the aim is not just to display the past but to take visitors into the past in an interactive waySome have been converted into lsquoliving museumsrsquo where actors in costumes meet the public and play the roles of characters from the past In others history is made vivid and exciting through the use of realistic waxworks animatronic models sounds and even smells to conjure up a sense of the past
Traditional festivals by definition are unchanging but there has been a trend to increase the number of special events and festivals as cities realize that holding a music festival or an arts event is a good way of attracting tourists
Entertainment and leisure facilities are always having to reinvent themselves In the developed world the simple rectangular swimming pool for example is no longer enough-it has to be a water park with flumes chutes splash zones and wave machines
The tourist is always looking to discover new attractions (as if their happiness depends on it) and because of this the lsquoattractions industryrsquo has to keep on changing
Check your Understanding1 Why do tourist attractions have to change
35
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
At dinner hour I got to the main deck to speak with the guests at the Welcome Aboard reception The captain gives his welcome speech and then we send them off to their dinner or the show at 830
At 830 I meet in the Champagne Bar with the hotel director before dinner Tonight we will entertain guests who are on their 50th cruise and also a company who is thinking of booking 700 guests on a future cruise with us
900-1230am -I introduce the entertainment for the night in our main theatre for the guests After dinner and dessert I introduce the same show for the second seating and watch the show for quality control After the show finishes I do a final walk around the lounges on the ship with my assistant We have live music playing everywhere and karaoke has just finished in one of the main lounges The dance hall is full because of singlesrsquo night tonight and there are a few couples enjoying music in the Jazz club
A long full day Time for bed because I have to be on the deck at 800 am to welcome our guests to our first destination Labadee
Discussion Questions
PART A (730-945am)1 What does Richard do before most of the guests arrive2 How many guests are on the Voyager of the Seas How many of those are children3 What departments does Richard Spacey oversee as Cruise Director4 What is the agenda at the Hotel Directorrsquos meeting
PART B (945-100pm)1 What kind of announcement does Richard make at 9452 Who does he meet performing on the deck and what are they doing3 What two activities has Richard organized to start during this time4 Why does Richard have to change into a business suit at 11
PART C (100-830pm)1 Why does Richard change out of his business suit and into a pair of shorts2 What two events are very popular among the cruise ship guests3 What services do they offer at the Sports Court
PART D (830pm-1230am)1 Why does Richard take a nap during the middle of his business day2 Who does Richard have dinner with at 830 Why are they special3 What events has Richard organized to occur at night for the guests
26
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 53-54)
Follow up ndash Watch Royal Caribbean movie Royal Reunion directed by James Brolin Find on youtube New Royal Caribbean Movie Royal Reunion -- The Short Film Directed by amp Starring James Brolin or on Royal Caribbean website wwwroyalcaribbeancom
Reading 12 Focus on Recreation Hospitality and Recreation Inextricably Intertwined
FOCUS ON RECREATION Hospitality and Recreation Inextricably Intertwined
By Bart Bartlett PhD Professor Penn State Universityrsquos School of Hospitality Management
Americans have more leisure time than ever before and as leisure time has grown leisure activities have evolved and grown as well As a result there are many opportunities for recreation and for careers in recreation management This includes positions in commercial recreation (resorts themed resorts the ski industry) in non commercial recreation (national parks) and in golf clubs and sports venues
In many situations recreation and hospitality go hand in hand When a ski trip combines recreation on the slopes with food and beverage services in the hotel or when a hotel guest uses the hotelrsquos business services and the spa recreation and hospitality are both involved When a convention centre hotel provides rooms food and beverage coordinates meetings and also organizes group activities during the conference hospitality and recreation begin to merge
Resorts and resort hotels are an example of the combination of hospitality and recreation A mega-resort such as Walt Disney World Resort provides a clear example of this point On a Disney vacation a family may enjoy lodging and food and beverage services provided by hotel staff and management trained in hospitality go into the park itself to enjoy attractions and shows arranged and managed by a recreation specialist take a break to enjoy foodservice provided by a hospitality provider and at the end of the day enjoy dinner provided by the hospitality staff and entertainment or dancing arranged by a recreation professional
From this example alone it is clear that the commonalities in settings services and focus on guest satisfaction indicate that hospitality and recreation do indeed work together closely
VOCABULARY
27
Look at the words below With a partner try to think of the definitions of the words below by looking at the words in context from the readings Write down the definitions and compare with another set of partners
EVOLVEDOPPORTUNITIESCOMMERCIALVENUESGO HAND IN HANDCOORDINATESMERGEMEGACOMMONALITIES
Check your Understanding1 What are some areas where you can work in recreation management2 List 3 examples where hospitality and recreation ldquogo hand in handrdquo3 Think of some other places like Walt Disney World where hospitality and recreation work closely together Explain how the two work together
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 374)
Reading 13 Beverage Industry
Java Coffee House CASE STUDY
Michelle Wong is manager of the Java Coffee House at a busy location on Union Street in San Francisco USA Michelle says that there are several challenges in operating a busy coffeehouse such as training staff to handle unusual circumstances For example one guest consumed a cup of coffee and ate two-
thirds (23) of a piece of cake and then said he didnrsquot like the cake so didnrsquot want to pay for his order
Another problem is suppliers who quote good prices to get her business and then two weeks later raise the price of some of the items Michelle says that the young employees she has at the Java Coffee House are her greatest challenge of all According to Michelle there are four kinds of employeesmdashlazy good but not responsible those who steal and great ones who are no trouble
Discussion Questions
28
1 What are some suggestions for training staff to handle unusual circumstances like the one in the case study
2 How do you ensure that suppliers are delivering the product atthe price promised
3 What do you do with lazy employees
4 What do you do with irresponsible employees
5 How do you deal with employees who steal
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 340)
Reading 14 Corporate Profile Starwoods Hotels
Corporate Profile Starwood Hotels
Starwood is one of the worldrsquos largest hotel and leisure companies Its brand names include St Regis the Luxury Collection Sheraton Westin W and Four Points by Sheraton Through these brands Starwood is well represented in most major markets around the world
Operations are grouped into two business segments hotels and vacation ownership operations Revenues and earnings come primarily from hotel operations which include the operation of owned hotels management and other fees earned from hotels managed through contracts and the collection of franchise fees
Second Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80countries and is made up of 140 hotels
29
Next Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts There are 19 vacation ownership resorts in the United States and the Bahamas
Fourth Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition The luxury brands continue to find new customers while maintaining loyalty among the worldrsquos most active travelers The strength of the Starwood brand is proven by superior ratings received from hotel guests and industry magazines The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list
Fifth Starwood has sophisticated and diverse hotel properties throughout the world including the St Regis in New York City the Phoenician in Scottsdale Arizona the Hotel Gritti Palace in Venice Italy the St Regis in Beijing Chinarsquo and the Westin Palace in Madrid Spain These are among the leading hotels in the industry and they provide the highest quality and service
Finally Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises Starwood plans to meet these goals by taking advantageof its large customer base and reach in the industry to reduce costs The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals more challenging
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 566)
Match the sentence parts to make correct definitions1 Starwoodrsquos strong brand a comes primarily from hotels2 Revenue at Starwood b is proven by high ratings from guests and industry
magazines3 Luxury and upscale hotels c help to increase Starwoodrsquos global presence totaling 733
hotels4 Franchised hotels d continue to visit Starwood hotels because of the high
quality and service5 Loyal Travellers e represent the majority of Starwoodrsquos hotel properties
Look at the statements below Put lsquoMrsquo next to the statement that is the MAIN IDEA Put lsquoSrsquo next to the statement that is a SUPPORTING IDEA or DETAILParagraph 1a Starwood is one of the worldrsquos largest hotel and leisure companies _______b Operations are grouped into two business segments hotels and vacation ownership operations ______
Paragraph 2
30
a Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80 countries and is made up of 140 hotels ______b Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry ______
Paragraph 3a There are 19 vacation ownership resorts in the United States and the Bahamas _______b Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts ______
Paragraph 4a Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition _______b The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list ______
Paragraph 5a These are among the leading hotels in the industry and they provide the highest quality and service ______b Starwood has sophisticated and diverse hotel properties throughout the world _____
Paragraph 6a Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises ______b The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals morechallenging ______
Match each word from the reading with a definition Write the letter of the definition next to the word1 Brand a worldly cultured and refined2 Revenue b a part of the whole3 Segment c different in design and services4 Loyalty d a product or image created by a company5 Sophisticated e make good use of something for personal benefit6 Upscale f above average in quality of high rank7 Diverse g permission given by one company to another to sell its products
and services8 To take advantage of h income9 Franchise i expensive and wealthy sector of the market10 Superior j support and confidence in a person or company
31
Complete each sentence below using one of the words from above Be sure to use the correct form of the word Not all words will be used1 The company decided to hire Nicholas over all the other applicants because he had __________ skills and experience2 Companies reward customers for their __________3 John spoke with the manager at his local McDonalds to see how he could open up his own ____________4 Elena has travelled all over the world and she can speak 4 different languages She is so ______________
Reading 15 Hospitality is Offering a Cup of Kindness
FOCUS ON SERVICEHospitality is Offering a Cup of Kindness
William B Martin Cal TechmdashMonterey Bay
Customer service is the primary focus of hospitality It is what hospitality is all aboutmdashwhat we do If you are interested in a hospitality career it is important to understand and learn as much as possible about customer service and particularly how to be successful at it Your success will come from a complete understanding of hospitality
Letrsquos begin by exploring why we provide hospitality Why are hospitality businesses in business What is the primary purpose of a foodservice operation A lodging travel or tourism related business Is it just for money Many of you might answer lsquoyesrsquo to this question But as you will see hospitality is much more than just about money Money is important but it is not the primary purpose of hospitality
Our job is to enhance the lives of those people (guests customers passengers etc) to whom we are dedicated to serve Yes it is that simple Our job is to make the lives of others better in a small way or big way it makes no difference Whatever it is we are out to make peoplersquos lives on this planet a little bit better or maybe even a lot better This is our purpose It is where we find meaning We enhance their lives through service and begin by understanding what it is they need The problem is that all of our guests come with many needs Some we can meet some we canrsquot If you can work toward helping them satisfy these needs you can go a long way toward making their lives better through kindness Quality customer service demands that service providers understand what it is that you want Kindness after all comes through understanding Kindness is demonstrated by making everyone feel welcome
Quality customer service also requires that we make all our guests feel so comfortable that they donrsquot need to worry because they are in good hands Whether they deserve it or not they should be made to feel important Why Because we all have a need to feel important This is our job
32
We need to stay focused on the primary purposes of hospitality We need to understand the power of kindness and the importance of satisfying the basic needs of our guests Hospitality and customer service success are found in our ability to enhance the lives of others through how we treat themmdashwith a little cup of kindness
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 17)
FOCUS ON SERVICECHECK YOUR UNDERSTANDING
1 What is the main idea of this reading passage What detail does the author use to support this point
2 According to the article which of these statements would a successful hospitality employee agree withA I always focus on making money when I am workingB I enjoy making the guest feel comfortable and importantC Only the employees who speak with guests need to focus on customer service and kindness
3 Use the vocabulary from the crossword to complete the sentences below Be sure to use the correct form of the wordA Most English teachers try to think about the language___________ of their students when they design their lesson plansB Students who are ___________ to learning English study it every single day These students _________ their high grades and praise from the teacherC The ________ in Rm 118 has checked out He left the housekeepers a large tip for their excellent and fast __________D Irsquom never shopping at this grocery store again The ________ of their food is horribleE Oh no One of the ________________ for my wedding has cancelled
Reading 16 Hotel Guest
Checking Out a Guest CASE STUDY
33
A guest walked up to the front desk agent in an upscale hotel ready to check out As she would usually when checking out a guest the agent asked the guest what his room number was The guest was in a hurry and showed his anxiety by responding ldquoI stay in a hundred hotel rooms and you expect me to remember the room numberrdquo
The agent then asked for the guestrsquos name to which he responded ldquoMy name is Mr Johnsteinrdquo After asking him to repeat himself the agent began to look for the guestrsquos last name but the name was not listed in the computer Because the man had a heavy accent and the agent assumed that she had misunderstood him she politely asked the guest to spell his last name He answered ldquoWhat Are you an idiot The person who checked me into the hotel last night had no problem checking me inrdquo Again the agent looked on the computer to find the guest was not in the system
The guest becoming even more frustrated said ldquoI have a plane to catch and it is ridiculous that it has taken you this long to check me out I also need to fax these papers off but I need to have them photocopied first and the agent responded ldquoThere is a business center at the end of the counter that will fax and photocopy whatever you needrdquo The guest replied ldquoIf I wanted your opinion I would have asked you for it Havenrsquot you ever heard of customer service Isnrsquot this a five star hotel With your bad attitude you should be working in a three star hotel I canrsquot believe they let you work here at the front desk Havenrsquot you found my name yet
The agent who was beginning to get upset asked the guest again to spell out his full name The guest angrily replied ldquoHere are my papers I want faxed if you are capable of faxing themrdquo The agent reached to take the papers and the guest shouted ldquoDonrsquot grab them from my hand You have a bad attitude and if I had more time I would talk to someone about getting you removed from your position to a hotel where they donrsquot require such quality of customer servicerdquo
The agent was very upset but kept herself calm to prevent the guest from getting annoyedThe agent continued to provide service to the guest sending the faxes and making the photocopies he had requested Upon her return the agent again asked the guest to repeat his last name because he had failed to spell it out The guest replied by spelling out his name ldquoJ-o-h-n-s-t-o-n-erdquo The agent was finally able to find his name on the computer and checked him out while he continued to verbally attack her The agent finished by telling the guest to have a nice flight
Discussion Questions1 Should the front desk agent have called the manager over to finish the checkout Or should she deal with the rude customer herself2 Would you have handled the situation the same way If yes explain why If no what would you have done it differently
Prepare to share your ideas with the class
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 pg 159)
34
Reading 17 Trends in Visitor Attractions
Trends in Visitor Attractions
What changes have there been in the development of attractions over the years Think about the difference between attractions when your parents were your age and what they are like now
Take a look at the reading below and see if your predictions were correct
INSIDE TOURISM THE CHANGING FACE OF THE lsquoATTRACTIONS INDUSTRYrsquo
As the wishes and tastes of tourists and visitors change tourist attractions have to change as well In the last twenty or thirty years there have been some significant developmentsNatural attractions like sandy beaches and mountains cannot change very much but there have been developments in particular a concern to preserve the environment and to make any buildings fit into the natural context
Perhaps the greatest changes have been in man-made attractions like museums and historic sites which have been redesigned to make them more interesting and entertaining places to visit while still maintaining their role of teaching visitors about the past In many of them the aim is not just to display the past but to take visitors into the past in an interactive waySome have been converted into lsquoliving museumsrsquo where actors in costumes meet the public and play the roles of characters from the past In others history is made vivid and exciting through the use of realistic waxworks animatronic models sounds and even smells to conjure up a sense of the past
Traditional festivals by definition are unchanging but there has been a trend to increase the number of special events and festivals as cities realize that holding a music festival or an arts event is a good way of attracting tourists
Entertainment and leisure facilities are always having to reinvent themselves In the developed world the simple rectangular swimming pool for example is no longer enough-it has to be a water park with flumes chutes splash zones and wave machines
The tourist is always looking to discover new attractions (as if their happiness depends on it) and because of this the lsquoattractions industryrsquo has to keep on changing
Check your Understanding1 Why do tourist attractions have to change
35
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 53-54)
Follow up ndash Watch Royal Caribbean movie Royal Reunion directed by James Brolin Find on youtube New Royal Caribbean Movie Royal Reunion -- The Short Film Directed by amp Starring James Brolin or on Royal Caribbean website wwwroyalcaribbeancom
Reading 12 Focus on Recreation Hospitality and Recreation Inextricably Intertwined
FOCUS ON RECREATION Hospitality and Recreation Inextricably Intertwined
By Bart Bartlett PhD Professor Penn State Universityrsquos School of Hospitality Management
Americans have more leisure time than ever before and as leisure time has grown leisure activities have evolved and grown as well As a result there are many opportunities for recreation and for careers in recreation management This includes positions in commercial recreation (resorts themed resorts the ski industry) in non commercial recreation (national parks) and in golf clubs and sports venues
In many situations recreation and hospitality go hand in hand When a ski trip combines recreation on the slopes with food and beverage services in the hotel or when a hotel guest uses the hotelrsquos business services and the spa recreation and hospitality are both involved When a convention centre hotel provides rooms food and beverage coordinates meetings and also organizes group activities during the conference hospitality and recreation begin to merge
Resorts and resort hotels are an example of the combination of hospitality and recreation A mega-resort such as Walt Disney World Resort provides a clear example of this point On a Disney vacation a family may enjoy lodging and food and beverage services provided by hotel staff and management trained in hospitality go into the park itself to enjoy attractions and shows arranged and managed by a recreation specialist take a break to enjoy foodservice provided by a hospitality provider and at the end of the day enjoy dinner provided by the hospitality staff and entertainment or dancing arranged by a recreation professional
From this example alone it is clear that the commonalities in settings services and focus on guest satisfaction indicate that hospitality and recreation do indeed work together closely
VOCABULARY
27
Look at the words below With a partner try to think of the definitions of the words below by looking at the words in context from the readings Write down the definitions and compare with another set of partners
EVOLVEDOPPORTUNITIESCOMMERCIALVENUESGO HAND IN HANDCOORDINATESMERGEMEGACOMMONALITIES
Check your Understanding1 What are some areas where you can work in recreation management2 List 3 examples where hospitality and recreation ldquogo hand in handrdquo3 Think of some other places like Walt Disney World where hospitality and recreation work closely together Explain how the two work together
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 374)
Reading 13 Beverage Industry
Java Coffee House CASE STUDY
Michelle Wong is manager of the Java Coffee House at a busy location on Union Street in San Francisco USA Michelle says that there are several challenges in operating a busy coffeehouse such as training staff to handle unusual circumstances For example one guest consumed a cup of coffee and ate two-
thirds (23) of a piece of cake and then said he didnrsquot like the cake so didnrsquot want to pay for his order
Another problem is suppliers who quote good prices to get her business and then two weeks later raise the price of some of the items Michelle says that the young employees she has at the Java Coffee House are her greatest challenge of all According to Michelle there are four kinds of employeesmdashlazy good but not responsible those who steal and great ones who are no trouble
Discussion Questions
28
1 What are some suggestions for training staff to handle unusual circumstances like the one in the case study
2 How do you ensure that suppliers are delivering the product atthe price promised
3 What do you do with lazy employees
4 What do you do with irresponsible employees
5 How do you deal with employees who steal
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 340)
Reading 14 Corporate Profile Starwoods Hotels
Corporate Profile Starwood Hotels
Starwood is one of the worldrsquos largest hotel and leisure companies Its brand names include St Regis the Luxury Collection Sheraton Westin W and Four Points by Sheraton Through these brands Starwood is well represented in most major markets around the world
Operations are grouped into two business segments hotels and vacation ownership operations Revenues and earnings come primarily from hotel operations which include the operation of owned hotels management and other fees earned from hotels managed through contracts and the collection of franchise fees
Second Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80countries and is made up of 140 hotels
29
Next Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts There are 19 vacation ownership resorts in the United States and the Bahamas
Fourth Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition The luxury brands continue to find new customers while maintaining loyalty among the worldrsquos most active travelers The strength of the Starwood brand is proven by superior ratings received from hotel guests and industry magazines The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list
Fifth Starwood has sophisticated and diverse hotel properties throughout the world including the St Regis in New York City the Phoenician in Scottsdale Arizona the Hotel Gritti Palace in Venice Italy the St Regis in Beijing Chinarsquo and the Westin Palace in Madrid Spain These are among the leading hotels in the industry and they provide the highest quality and service
Finally Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises Starwood plans to meet these goals by taking advantageof its large customer base and reach in the industry to reduce costs The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals more challenging
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 566)
Match the sentence parts to make correct definitions1 Starwoodrsquos strong brand a comes primarily from hotels2 Revenue at Starwood b is proven by high ratings from guests and industry
magazines3 Luxury and upscale hotels c help to increase Starwoodrsquos global presence totaling 733
hotels4 Franchised hotels d continue to visit Starwood hotels because of the high
quality and service5 Loyal Travellers e represent the majority of Starwoodrsquos hotel properties
Look at the statements below Put lsquoMrsquo next to the statement that is the MAIN IDEA Put lsquoSrsquo next to the statement that is a SUPPORTING IDEA or DETAILParagraph 1a Starwood is one of the worldrsquos largest hotel and leisure companies _______b Operations are grouped into two business segments hotels and vacation ownership operations ______
Paragraph 2
30
a Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80 countries and is made up of 140 hotels ______b Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry ______
Paragraph 3a There are 19 vacation ownership resorts in the United States and the Bahamas _______b Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts ______
Paragraph 4a Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition _______b The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list ______
Paragraph 5a These are among the leading hotels in the industry and they provide the highest quality and service ______b Starwood has sophisticated and diverse hotel properties throughout the world _____
Paragraph 6a Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises ______b The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals morechallenging ______
Match each word from the reading with a definition Write the letter of the definition next to the word1 Brand a worldly cultured and refined2 Revenue b a part of the whole3 Segment c different in design and services4 Loyalty d a product or image created by a company5 Sophisticated e make good use of something for personal benefit6 Upscale f above average in quality of high rank7 Diverse g permission given by one company to another to sell its products
and services8 To take advantage of h income9 Franchise i expensive and wealthy sector of the market10 Superior j support and confidence in a person or company
31
Complete each sentence below using one of the words from above Be sure to use the correct form of the word Not all words will be used1 The company decided to hire Nicholas over all the other applicants because he had __________ skills and experience2 Companies reward customers for their __________3 John spoke with the manager at his local McDonalds to see how he could open up his own ____________4 Elena has travelled all over the world and she can speak 4 different languages She is so ______________
Reading 15 Hospitality is Offering a Cup of Kindness
FOCUS ON SERVICEHospitality is Offering a Cup of Kindness
William B Martin Cal TechmdashMonterey Bay
Customer service is the primary focus of hospitality It is what hospitality is all aboutmdashwhat we do If you are interested in a hospitality career it is important to understand and learn as much as possible about customer service and particularly how to be successful at it Your success will come from a complete understanding of hospitality
Letrsquos begin by exploring why we provide hospitality Why are hospitality businesses in business What is the primary purpose of a foodservice operation A lodging travel or tourism related business Is it just for money Many of you might answer lsquoyesrsquo to this question But as you will see hospitality is much more than just about money Money is important but it is not the primary purpose of hospitality
Our job is to enhance the lives of those people (guests customers passengers etc) to whom we are dedicated to serve Yes it is that simple Our job is to make the lives of others better in a small way or big way it makes no difference Whatever it is we are out to make peoplersquos lives on this planet a little bit better or maybe even a lot better This is our purpose It is where we find meaning We enhance their lives through service and begin by understanding what it is they need The problem is that all of our guests come with many needs Some we can meet some we canrsquot If you can work toward helping them satisfy these needs you can go a long way toward making their lives better through kindness Quality customer service demands that service providers understand what it is that you want Kindness after all comes through understanding Kindness is demonstrated by making everyone feel welcome
Quality customer service also requires that we make all our guests feel so comfortable that they donrsquot need to worry because they are in good hands Whether they deserve it or not they should be made to feel important Why Because we all have a need to feel important This is our job
32
We need to stay focused on the primary purposes of hospitality We need to understand the power of kindness and the importance of satisfying the basic needs of our guests Hospitality and customer service success are found in our ability to enhance the lives of others through how we treat themmdashwith a little cup of kindness
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 17)
FOCUS ON SERVICECHECK YOUR UNDERSTANDING
1 What is the main idea of this reading passage What detail does the author use to support this point
2 According to the article which of these statements would a successful hospitality employee agree withA I always focus on making money when I am workingB I enjoy making the guest feel comfortable and importantC Only the employees who speak with guests need to focus on customer service and kindness
3 Use the vocabulary from the crossword to complete the sentences below Be sure to use the correct form of the wordA Most English teachers try to think about the language___________ of their students when they design their lesson plansB Students who are ___________ to learning English study it every single day These students _________ their high grades and praise from the teacherC The ________ in Rm 118 has checked out He left the housekeepers a large tip for their excellent and fast __________D Irsquom never shopping at this grocery store again The ________ of their food is horribleE Oh no One of the ________________ for my wedding has cancelled
Reading 16 Hotel Guest
Checking Out a Guest CASE STUDY
33
A guest walked up to the front desk agent in an upscale hotel ready to check out As she would usually when checking out a guest the agent asked the guest what his room number was The guest was in a hurry and showed his anxiety by responding ldquoI stay in a hundred hotel rooms and you expect me to remember the room numberrdquo
The agent then asked for the guestrsquos name to which he responded ldquoMy name is Mr Johnsteinrdquo After asking him to repeat himself the agent began to look for the guestrsquos last name but the name was not listed in the computer Because the man had a heavy accent and the agent assumed that she had misunderstood him she politely asked the guest to spell his last name He answered ldquoWhat Are you an idiot The person who checked me into the hotel last night had no problem checking me inrdquo Again the agent looked on the computer to find the guest was not in the system
The guest becoming even more frustrated said ldquoI have a plane to catch and it is ridiculous that it has taken you this long to check me out I also need to fax these papers off but I need to have them photocopied first and the agent responded ldquoThere is a business center at the end of the counter that will fax and photocopy whatever you needrdquo The guest replied ldquoIf I wanted your opinion I would have asked you for it Havenrsquot you ever heard of customer service Isnrsquot this a five star hotel With your bad attitude you should be working in a three star hotel I canrsquot believe they let you work here at the front desk Havenrsquot you found my name yet
The agent who was beginning to get upset asked the guest again to spell out his full name The guest angrily replied ldquoHere are my papers I want faxed if you are capable of faxing themrdquo The agent reached to take the papers and the guest shouted ldquoDonrsquot grab them from my hand You have a bad attitude and if I had more time I would talk to someone about getting you removed from your position to a hotel where they donrsquot require such quality of customer servicerdquo
The agent was very upset but kept herself calm to prevent the guest from getting annoyedThe agent continued to provide service to the guest sending the faxes and making the photocopies he had requested Upon her return the agent again asked the guest to repeat his last name because he had failed to spell it out The guest replied by spelling out his name ldquoJ-o-h-n-s-t-o-n-erdquo The agent was finally able to find his name on the computer and checked him out while he continued to verbally attack her The agent finished by telling the guest to have a nice flight
Discussion Questions1 Should the front desk agent have called the manager over to finish the checkout Or should she deal with the rude customer herself2 Would you have handled the situation the same way If yes explain why If no what would you have done it differently
Prepare to share your ideas with the class
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 pg 159)
34
Reading 17 Trends in Visitor Attractions
Trends in Visitor Attractions
What changes have there been in the development of attractions over the years Think about the difference between attractions when your parents were your age and what they are like now
Take a look at the reading below and see if your predictions were correct
INSIDE TOURISM THE CHANGING FACE OF THE lsquoATTRACTIONS INDUSTRYrsquo
As the wishes and tastes of tourists and visitors change tourist attractions have to change as well In the last twenty or thirty years there have been some significant developmentsNatural attractions like sandy beaches and mountains cannot change very much but there have been developments in particular a concern to preserve the environment and to make any buildings fit into the natural context
Perhaps the greatest changes have been in man-made attractions like museums and historic sites which have been redesigned to make them more interesting and entertaining places to visit while still maintaining their role of teaching visitors about the past In many of them the aim is not just to display the past but to take visitors into the past in an interactive waySome have been converted into lsquoliving museumsrsquo where actors in costumes meet the public and play the roles of characters from the past In others history is made vivid and exciting through the use of realistic waxworks animatronic models sounds and even smells to conjure up a sense of the past
Traditional festivals by definition are unchanging but there has been a trend to increase the number of special events and festivals as cities realize that holding a music festival or an arts event is a good way of attracting tourists
Entertainment and leisure facilities are always having to reinvent themselves In the developed world the simple rectangular swimming pool for example is no longer enough-it has to be a water park with flumes chutes splash zones and wave machines
The tourist is always looking to discover new attractions (as if their happiness depends on it) and because of this the lsquoattractions industryrsquo has to keep on changing
Check your Understanding1 Why do tourist attractions have to change
35
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
Look at the words below With a partner try to think of the definitions of the words below by looking at the words in context from the readings Write down the definitions and compare with another set of partners
EVOLVEDOPPORTUNITIESCOMMERCIALVENUESGO HAND IN HANDCOORDINATESMERGEMEGACOMMONALITIES
Check your Understanding1 What are some areas where you can work in recreation management2 List 3 examples where hospitality and recreation ldquogo hand in handrdquo3 Think of some other places like Walt Disney World where hospitality and recreation work closely together Explain how the two work together
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 374)
Reading 13 Beverage Industry
Java Coffee House CASE STUDY
Michelle Wong is manager of the Java Coffee House at a busy location on Union Street in San Francisco USA Michelle says that there are several challenges in operating a busy coffeehouse such as training staff to handle unusual circumstances For example one guest consumed a cup of coffee and ate two-
thirds (23) of a piece of cake and then said he didnrsquot like the cake so didnrsquot want to pay for his order
Another problem is suppliers who quote good prices to get her business and then two weeks later raise the price of some of the items Michelle says that the young employees she has at the Java Coffee House are her greatest challenge of all According to Michelle there are four kinds of employeesmdashlazy good but not responsible those who steal and great ones who are no trouble
Discussion Questions
28
1 What are some suggestions for training staff to handle unusual circumstances like the one in the case study
2 How do you ensure that suppliers are delivering the product atthe price promised
3 What do you do with lazy employees
4 What do you do with irresponsible employees
5 How do you deal with employees who steal
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 340)
Reading 14 Corporate Profile Starwoods Hotels
Corporate Profile Starwood Hotels
Starwood is one of the worldrsquos largest hotel and leisure companies Its brand names include St Regis the Luxury Collection Sheraton Westin W and Four Points by Sheraton Through these brands Starwood is well represented in most major markets around the world
Operations are grouped into two business segments hotels and vacation ownership operations Revenues and earnings come primarily from hotel operations which include the operation of owned hotels management and other fees earned from hotels managed through contracts and the collection of franchise fees
Second Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80countries and is made up of 140 hotels
29
Next Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts There are 19 vacation ownership resorts in the United States and the Bahamas
Fourth Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition The luxury brands continue to find new customers while maintaining loyalty among the worldrsquos most active travelers The strength of the Starwood brand is proven by superior ratings received from hotel guests and industry magazines The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list
Fifth Starwood has sophisticated and diverse hotel properties throughout the world including the St Regis in New York City the Phoenician in Scottsdale Arizona the Hotel Gritti Palace in Venice Italy the St Regis in Beijing Chinarsquo and the Westin Palace in Madrid Spain These are among the leading hotels in the industry and they provide the highest quality and service
Finally Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises Starwood plans to meet these goals by taking advantageof its large customer base and reach in the industry to reduce costs The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals more challenging
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 566)
Match the sentence parts to make correct definitions1 Starwoodrsquos strong brand a comes primarily from hotels2 Revenue at Starwood b is proven by high ratings from guests and industry
magazines3 Luxury and upscale hotels c help to increase Starwoodrsquos global presence totaling 733
hotels4 Franchised hotels d continue to visit Starwood hotels because of the high
quality and service5 Loyal Travellers e represent the majority of Starwoodrsquos hotel properties
Look at the statements below Put lsquoMrsquo next to the statement that is the MAIN IDEA Put lsquoSrsquo next to the statement that is a SUPPORTING IDEA or DETAILParagraph 1a Starwood is one of the worldrsquos largest hotel and leisure companies _______b Operations are grouped into two business segments hotels and vacation ownership operations ______
Paragraph 2
30
a Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80 countries and is made up of 140 hotels ______b Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry ______
Paragraph 3a There are 19 vacation ownership resorts in the United States and the Bahamas _______b Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts ______
Paragraph 4a Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition _______b The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list ______
Paragraph 5a These are among the leading hotels in the industry and they provide the highest quality and service ______b Starwood has sophisticated and diverse hotel properties throughout the world _____
Paragraph 6a Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises ______b The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals morechallenging ______
Match each word from the reading with a definition Write the letter of the definition next to the word1 Brand a worldly cultured and refined2 Revenue b a part of the whole3 Segment c different in design and services4 Loyalty d a product or image created by a company5 Sophisticated e make good use of something for personal benefit6 Upscale f above average in quality of high rank7 Diverse g permission given by one company to another to sell its products
and services8 To take advantage of h income9 Franchise i expensive and wealthy sector of the market10 Superior j support and confidence in a person or company
31
Complete each sentence below using one of the words from above Be sure to use the correct form of the word Not all words will be used1 The company decided to hire Nicholas over all the other applicants because he had __________ skills and experience2 Companies reward customers for their __________3 John spoke with the manager at his local McDonalds to see how he could open up his own ____________4 Elena has travelled all over the world and she can speak 4 different languages She is so ______________
Reading 15 Hospitality is Offering a Cup of Kindness
FOCUS ON SERVICEHospitality is Offering a Cup of Kindness
William B Martin Cal TechmdashMonterey Bay
Customer service is the primary focus of hospitality It is what hospitality is all aboutmdashwhat we do If you are interested in a hospitality career it is important to understand and learn as much as possible about customer service and particularly how to be successful at it Your success will come from a complete understanding of hospitality
Letrsquos begin by exploring why we provide hospitality Why are hospitality businesses in business What is the primary purpose of a foodservice operation A lodging travel or tourism related business Is it just for money Many of you might answer lsquoyesrsquo to this question But as you will see hospitality is much more than just about money Money is important but it is not the primary purpose of hospitality
Our job is to enhance the lives of those people (guests customers passengers etc) to whom we are dedicated to serve Yes it is that simple Our job is to make the lives of others better in a small way or big way it makes no difference Whatever it is we are out to make peoplersquos lives on this planet a little bit better or maybe even a lot better This is our purpose It is where we find meaning We enhance their lives through service and begin by understanding what it is they need The problem is that all of our guests come with many needs Some we can meet some we canrsquot If you can work toward helping them satisfy these needs you can go a long way toward making their lives better through kindness Quality customer service demands that service providers understand what it is that you want Kindness after all comes through understanding Kindness is demonstrated by making everyone feel welcome
Quality customer service also requires that we make all our guests feel so comfortable that they donrsquot need to worry because they are in good hands Whether they deserve it or not they should be made to feel important Why Because we all have a need to feel important This is our job
32
We need to stay focused on the primary purposes of hospitality We need to understand the power of kindness and the importance of satisfying the basic needs of our guests Hospitality and customer service success are found in our ability to enhance the lives of others through how we treat themmdashwith a little cup of kindness
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 17)
FOCUS ON SERVICECHECK YOUR UNDERSTANDING
1 What is the main idea of this reading passage What detail does the author use to support this point
2 According to the article which of these statements would a successful hospitality employee agree withA I always focus on making money when I am workingB I enjoy making the guest feel comfortable and importantC Only the employees who speak with guests need to focus on customer service and kindness
3 Use the vocabulary from the crossword to complete the sentences below Be sure to use the correct form of the wordA Most English teachers try to think about the language___________ of their students when they design their lesson plansB Students who are ___________ to learning English study it every single day These students _________ their high grades and praise from the teacherC The ________ in Rm 118 has checked out He left the housekeepers a large tip for their excellent and fast __________D Irsquom never shopping at this grocery store again The ________ of their food is horribleE Oh no One of the ________________ for my wedding has cancelled
Reading 16 Hotel Guest
Checking Out a Guest CASE STUDY
33
A guest walked up to the front desk agent in an upscale hotel ready to check out As she would usually when checking out a guest the agent asked the guest what his room number was The guest was in a hurry and showed his anxiety by responding ldquoI stay in a hundred hotel rooms and you expect me to remember the room numberrdquo
The agent then asked for the guestrsquos name to which he responded ldquoMy name is Mr Johnsteinrdquo After asking him to repeat himself the agent began to look for the guestrsquos last name but the name was not listed in the computer Because the man had a heavy accent and the agent assumed that she had misunderstood him she politely asked the guest to spell his last name He answered ldquoWhat Are you an idiot The person who checked me into the hotel last night had no problem checking me inrdquo Again the agent looked on the computer to find the guest was not in the system
The guest becoming even more frustrated said ldquoI have a plane to catch and it is ridiculous that it has taken you this long to check me out I also need to fax these papers off but I need to have them photocopied first and the agent responded ldquoThere is a business center at the end of the counter that will fax and photocopy whatever you needrdquo The guest replied ldquoIf I wanted your opinion I would have asked you for it Havenrsquot you ever heard of customer service Isnrsquot this a five star hotel With your bad attitude you should be working in a three star hotel I canrsquot believe they let you work here at the front desk Havenrsquot you found my name yet
The agent who was beginning to get upset asked the guest again to spell out his full name The guest angrily replied ldquoHere are my papers I want faxed if you are capable of faxing themrdquo The agent reached to take the papers and the guest shouted ldquoDonrsquot grab them from my hand You have a bad attitude and if I had more time I would talk to someone about getting you removed from your position to a hotel where they donrsquot require such quality of customer servicerdquo
The agent was very upset but kept herself calm to prevent the guest from getting annoyedThe agent continued to provide service to the guest sending the faxes and making the photocopies he had requested Upon her return the agent again asked the guest to repeat his last name because he had failed to spell it out The guest replied by spelling out his name ldquoJ-o-h-n-s-t-o-n-erdquo The agent was finally able to find his name on the computer and checked him out while he continued to verbally attack her The agent finished by telling the guest to have a nice flight
Discussion Questions1 Should the front desk agent have called the manager over to finish the checkout Or should she deal with the rude customer herself2 Would you have handled the situation the same way If yes explain why If no what would you have done it differently
Prepare to share your ideas with the class
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 pg 159)
34
Reading 17 Trends in Visitor Attractions
Trends in Visitor Attractions
What changes have there been in the development of attractions over the years Think about the difference between attractions when your parents were your age and what they are like now
Take a look at the reading below and see if your predictions were correct
INSIDE TOURISM THE CHANGING FACE OF THE lsquoATTRACTIONS INDUSTRYrsquo
As the wishes and tastes of tourists and visitors change tourist attractions have to change as well In the last twenty or thirty years there have been some significant developmentsNatural attractions like sandy beaches and mountains cannot change very much but there have been developments in particular a concern to preserve the environment and to make any buildings fit into the natural context
Perhaps the greatest changes have been in man-made attractions like museums and historic sites which have been redesigned to make them more interesting and entertaining places to visit while still maintaining their role of teaching visitors about the past In many of them the aim is not just to display the past but to take visitors into the past in an interactive waySome have been converted into lsquoliving museumsrsquo where actors in costumes meet the public and play the roles of characters from the past In others history is made vivid and exciting through the use of realistic waxworks animatronic models sounds and even smells to conjure up a sense of the past
Traditional festivals by definition are unchanging but there has been a trend to increase the number of special events and festivals as cities realize that holding a music festival or an arts event is a good way of attracting tourists
Entertainment and leisure facilities are always having to reinvent themselves In the developed world the simple rectangular swimming pool for example is no longer enough-it has to be a water park with flumes chutes splash zones and wave machines
The tourist is always looking to discover new attractions (as if their happiness depends on it) and because of this the lsquoattractions industryrsquo has to keep on changing
Check your Understanding1 Why do tourist attractions have to change
35
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
1 What are some suggestions for training staff to handle unusual circumstances like the one in the case study
2 How do you ensure that suppliers are delivering the product atthe price promised
3 What do you do with lazy employees
4 What do you do with irresponsible employees
5 How do you deal with employees who steal
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 340)
Reading 14 Corporate Profile Starwoods Hotels
Corporate Profile Starwood Hotels
Starwood is one of the worldrsquos largest hotel and leisure companies Its brand names include St Regis the Luxury Collection Sheraton Westin W and Four Points by Sheraton Through these brands Starwood is well represented in most major markets around the world
Operations are grouped into two business segments hotels and vacation ownership operations Revenues and earnings come primarily from hotel operations which include the operation of owned hotels management and other fees earned from hotels managed through contracts and the collection of franchise fees
Second Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80countries and is made up of 140 hotels
29
Next Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts There are 19 vacation ownership resorts in the United States and the Bahamas
Fourth Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition The luxury brands continue to find new customers while maintaining loyalty among the worldrsquos most active travelers The strength of the Starwood brand is proven by superior ratings received from hotel guests and industry magazines The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list
Fifth Starwood has sophisticated and diverse hotel properties throughout the world including the St Regis in New York City the Phoenician in Scottsdale Arizona the Hotel Gritti Palace in Venice Italy the St Regis in Beijing Chinarsquo and the Westin Palace in Madrid Spain These are among the leading hotels in the industry and they provide the highest quality and service
Finally Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises Starwood plans to meet these goals by taking advantageof its large customer base and reach in the industry to reduce costs The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals more challenging
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 566)
Match the sentence parts to make correct definitions1 Starwoodrsquos strong brand a comes primarily from hotels2 Revenue at Starwood b is proven by high ratings from guests and industry
magazines3 Luxury and upscale hotels c help to increase Starwoodrsquos global presence totaling 733
hotels4 Franchised hotels d continue to visit Starwood hotels because of the high
quality and service5 Loyal Travellers e represent the majority of Starwoodrsquos hotel properties
Look at the statements below Put lsquoMrsquo next to the statement that is the MAIN IDEA Put lsquoSrsquo next to the statement that is a SUPPORTING IDEA or DETAILParagraph 1a Starwood is one of the worldrsquos largest hotel and leisure companies _______b Operations are grouped into two business segments hotels and vacation ownership operations ______
Paragraph 2
30
a Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80 countries and is made up of 140 hotels ______b Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry ______
Paragraph 3a There are 19 vacation ownership resorts in the United States and the Bahamas _______b Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts ______
Paragraph 4a Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition _______b The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list ______
Paragraph 5a These are among the leading hotels in the industry and they provide the highest quality and service ______b Starwood has sophisticated and diverse hotel properties throughout the world _____
Paragraph 6a Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises ______b The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals morechallenging ______
Match each word from the reading with a definition Write the letter of the definition next to the word1 Brand a worldly cultured and refined2 Revenue b a part of the whole3 Segment c different in design and services4 Loyalty d a product or image created by a company5 Sophisticated e make good use of something for personal benefit6 Upscale f above average in quality of high rank7 Diverse g permission given by one company to another to sell its products
and services8 To take advantage of h income9 Franchise i expensive and wealthy sector of the market10 Superior j support and confidence in a person or company
31
Complete each sentence below using one of the words from above Be sure to use the correct form of the word Not all words will be used1 The company decided to hire Nicholas over all the other applicants because he had __________ skills and experience2 Companies reward customers for their __________3 John spoke with the manager at his local McDonalds to see how he could open up his own ____________4 Elena has travelled all over the world and she can speak 4 different languages She is so ______________
Reading 15 Hospitality is Offering a Cup of Kindness
FOCUS ON SERVICEHospitality is Offering a Cup of Kindness
William B Martin Cal TechmdashMonterey Bay
Customer service is the primary focus of hospitality It is what hospitality is all aboutmdashwhat we do If you are interested in a hospitality career it is important to understand and learn as much as possible about customer service and particularly how to be successful at it Your success will come from a complete understanding of hospitality
Letrsquos begin by exploring why we provide hospitality Why are hospitality businesses in business What is the primary purpose of a foodservice operation A lodging travel or tourism related business Is it just for money Many of you might answer lsquoyesrsquo to this question But as you will see hospitality is much more than just about money Money is important but it is not the primary purpose of hospitality
Our job is to enhance the lives of those people (guests customers passengers etc) to whom we are dedicated to serve Yes it is that simple Our job is to make the lives of others better in a small way or big way it makes no difference Whatever it is we are out to make peoplersquos lives on this planet a little bit better or maybe even a lot better This is our purpose It is where we find meaning We enhance their lives through service and begin by understanding what it is they need The problem is that all of our guests come with many needs Some we can meet some we canrsquot If you can work toward helping them satisfy these needs you can go a long way toward making their lives better through kindness Quality customer service demands that service providers understand what it is that you want Kindness after all comes through understanding Kindness is demonstrated by making everyone feel welcome
Quality customer service also requires that we make all our guests feel so comfortable that they donrsquot need to worry because they are in good hands Whether they deserve it or not they should be made to feel important Why Because we all have a need to feel important This is our job
32
We need to stay focused on the primary purposes of hospitality We need to understand the power of kindness and the importance of satisfying the basic needs of our guests Hospitality and customer service success are found in our ability to enhance the lives of others through how we treat themmdashwith a little cup of kindness
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 17)
FOCUS ON SERVICECHECK YOUR UNDERSTANDING
1 What is the main idea of this reading passage What detail does the author use to support this point
2 According to the article which of these statements would a successful hospitality employee agree withA I always focus on making money when I am workingB I enjoy making the guest feel comfortable and importantC Only the employees who speak with guests need to focus on customer service and kindness
3 Use the vocabulary from the crossword to complete the sentences below Be sure to use the correct form of the wordA Most English teachers try to think about the language___________ of their students when they design their lesson plansB Students who are ___________ to learning English study it every single day These students _________ their high grades and praise from the teacherC The ________ in Rm 118 has checked out He left the housekeepers a large tip for their excellent and fast __________D Irsquom never shopping at this grocery store again The ________ of their food is horribleE Oh no One of the ________________ for my wedding has cancelled
Reading 16 Hotel Guest
Checking Out a Guest CASE STUDY
33
A guest walked up to the front desk agent in an upscale hotel ready to check out As she would usually when checking out a guest the agent asked the guest what his room number was The guest was in a hurry and showed his anxiety by responding ldquoI stay in a hundred hotel rooms and you expect me to remember the room numberrdquo
The agent then asked for the guestrsquos name to which he responded ldquoMy name is Mr Johnsteinrdquo After asking him to repeat himself the agent began to look for the guestrsquos last name but the name was not listed in the computer Because the man had a heavy accent and the agent assumed that she had misunderstood him she politely asked the guest to spell his last name He answered ldquoWhat Are you an idiot The person who checked me into the hotel last night had no problem checking me inrdquo Again the agent looked on the computer to find the guest was not in the system
The guest becoming even more frustrated said ldquoI have a plane to catch and it is ridiculous that it has taken you this long to check me out I also need to fax these papers off but I need to have them photocopied first and the agent responded ldquoThere is a business center at the end of the counter that will fax and photocopy whatever you needrdquo The guest replied ldquoIf I wanted your opinion I would have asked you for it Havenrsquot you ever heard of customer service Isnrsquot this a five star hotel With your bad attitude you should be working in a three star hotel I canrsquot believe they let you work here at the front desk Havenrsquot you found my name yet
The agent who was beginning to get upset asked the guest again to spell out his full name The guest angrily replied ldquoHere are my papers I want faxed if you are capable of faxing themrdquo The agent reached to take the papers and the guest shouted ldquoDonrsquot grab them from my hand You have a bad attitude and if I had more time I would talk to someone about getting you removed from your position to a hotel where they donrsquot require such quality of customer servicerdquo
The agent was very upset but kept herself calm to prevent the guest from getting annoyedThe agent continued to provide service to the guest sending the faxes and making the photocopies he had requested Upon her return the agent again asked the guest to repeat his last name because he had failed to spell it out The guest replied by spelling out his name ldquoJ-o-h-n-s-t-o-n-erdquo The agent was finally able to find his name on the computer and checked him out while he continued to verbally attack her The agent finished by telling the guest to have a nice flight
Discussion Questions1 Should the front desk agent have called the manager over to finish the checkout Or should she deal with the rude customer herself2 Would you have handled the situation the same way If yes explain why If no what would you have done it differently
Prepare to share your ideas with the class
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 pg 159)
34
Reading 17 Trends in Visitor Attractions
Trends in Visitor Attractions
What changes have there been in the development of attractions over the years Think about the difference between attractions when your parents were your age and what they are like now
Take a look at the reading below and see if your predictions were correct
INSIDE TOURISM THE CHANGING FACE OF THE lsquoATTRACTIONS INDUSTRYrsquo
As the wishes and tastes of tourists and visitors change tourist attractions have to change as well In the last twenty or thirty years there have been some significant developmentsNatural attractions like sandy beaches and mountains cannot change very much but there have been developments in particular a concern to preserve the environment and to make any buildings fit into the natural context
Perhaps the greatest changes have been in man-made attractions like museums and historic sites which have been redesigned to make them more interesting and entertaining places to visit while still maintaining their role of teaching visitors about the past In many of them the aim is not just to display the past but to take visitors into the past in an interactive waySome have been converted into lsquoliving museumsrsquo where actors in costumes meet the public and play the roles of characters from the past In others history is made vivid and exciting through the use of realistic waxworks animatronic models sounds and even smells to conjure up a sense of the past
Traditional festivals by definition are unchanging but there has been a trend to increase the number of special events and festivals as cities realize that holding a music festival or an arts event is a good way of attracting tourists
Entertainment and leisure facilities are always having to reinvent themselves In the developed world the simple rectangular swimming pool for example is no longer enough-it has to be a water park with flumes chutes splash zones and wave machines
The tourist is always looking to discover new attractions (as if their happiness depends on it) and because of this the lsquoattractions industryrsquo has to keep on changing
Check your Understanding1 Why do tourist attractions have to change
35
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
Next Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts There are 19 vacation ownership resorts in the United States and the Bahamas
Fourth Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition The luxury brands continue to find new customers while maintaining loyalty among the worldrsquos most active travelers The strength of the Starwood brand is proven by superior ratings received from hotel guests and industry magazines The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list
Fifth Starwood has sophisticated and diverse hotel properties throughout the world including the St Regis in New York City the Phoenician in Scottsdale Arizona the Hotel Gritti Palace in Venice Italy the St Regis in Beijing Chinarsquo and the Westin Palace in Madrid Spain These are among the leading hotels in the industry and they provide the highest quality and service
Finally Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises Starwood plans to meet these goals by taking advantageof its large customer base and reach in the industry to reduce costs The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals more challenging
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 566)
Match the sentence parts to make correct definitions1 Starwoodrsquos strong brand a comes primarily from hotels2 Revenue at Starwood b is proven by high ratings from guests and industry
magazines3 Luxury and upscale hotels c help to increase Starwoodrsquos global presence totaling 733
hotels4 Franchised hotels d continue to visit Starwood hotels because of the high
quality and service5 Loyal Travellers e represent the majority of Starwoodrsquos hotel properties
Look at the statements below Put lsquoMrsquo next to the statement that is the MAIN IDEA Put lsquoSrsquo next to the statement that is a SUPPORTING IDEA or DETAILParagraph 1a Starwood is one of the worldrsquos largest hotel and leisure companies _______b Operations are grouped into two business segments hotels and vacation ownership operations ______
Paragraph 2
30
a Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80 countries and is made up of 140 hotels ______b Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry ______
Paragraph 3a There are 19 vacation ownership resorts in the United States and the Bahamas _______b Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts ______
Paragraph 4a Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition _______b The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list ______
Paragraph 5a These are among the leading hotels in the industry and they provide the highest quality and service ______b Starwood has sophisticated and diverse hotel properties throughout the world _____
Paragraph 6a Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises ______b The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals morechallenging ______
Match each word from the reading with a definition Write the letter of the definition next to the word1 Brand a worldly cultured and refined2 Revenue b a part of the whole3 Segment c different in design and services4 Loyalty d a product or image created by a company5 Sophisticated e make good use of something for personal benefit6 Upscale f above average in quality of high rank7 Diverse g permission given by one company to another to sell its products
and services8 To take advantage of h income9 Franchise i expensive and wealthy sector of the market10 Superior j support and confidence in a person or company
31
Complete each sentence below using one of the words from above Be sure to use the correct form of the word Not all words will be used1 The company decided to hire Nicholas over all the other applicants because he had __________ skills and experience2 Companies reward customers for their __________3 John spoke with the manager at his local McDonalds to see how he could open up his own ____________4 Elena has travelled all over the world and she can speak 4 different languages She is so ______________
Reading 15 Hospitality is Offering a Cup of Kindness
FOCUS ON SERVICEHospitality is Offering a Cup of Kindness
William B Martin Cal TechmdashMonterey Bay
Customer service is the primary focus of hospitality It is what hospitality is all aboutmdashwhat we do If you are interested in a hospitality career it is important to understand and learn as much as possible about customer service and particularly how to be successful at it Your success will come from a complete understanding of hospitality
Letrsquos begin by exploring why we provide hospitality Why are hospitality businesses in business What is the primary purpose of a foodservice operation A lodging travel or tourism related business Is it just for money Many of you might answer lsquoyesrsquo to this question But as you will see hospitality is much more than just about money Money is important but it is not the primary purpose of hospitality
Our job is to enhance the lives of those people (guests customers passengers etc) to whom we are dedicated to serve Yes it is that simple Our job is to make the lives of others better in a small way or big way it makes no difference Whatever it is we are out to make peoplersquos lives on this planet a little bit better or maybe even a lot better This is our purpose It is where we find meaning We enhance their lives through service and begin by understanding what it is they need The problem is that all of our guests come with many needs Some we can meet some we canrsquot If you can work toward helping them satisfy these needs you can go a long way toward making their lives better through kindness Quality customer service demands that service providers understand what it is that you want Kindness after all comes through understanding Kindness is demonstrated by making everyone feel welcome
Quality customer service also requires that we make all our guests feel so comfortable that they donrsquot need to worry because they are in good hands Whether they deserve it or not they should be made to feel important Why Because we all have a need to feel important This is our job
32
We need to stay focused on the primary purposes of hospitality We need to understand the power of kindness and the importance of satisfying the basic needs of our guests Hospitality and customer service success are found in our ability to enhance the lives of others through how we treat themmdashwith a little cup of kindness
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 17)
FOCUS ON SERVICECHECK YOUR UNDERSTANDING
1 What is the main idea of this reading passage What detail does the author use to support this point
2 According to the article which of these statements would a successful hospitality employee agree withA I always focus on making money when I am workingB I enjoy making the guest feel comfortable and importantC Only the employees who speak with guests need to focus on customer service and kindness
3 Use the vocabulary from the crossword to complete the sentences below Be sure to use the correct form of the wordA Most English teachers try to think about the language___________ of their students when they design their lesson plansB Students who are ___________ to learning English study it every single day These students _________ their high grades and praise from the teacherC The ________ in Rm 118 has checked out He left the housekeepers a large tip for their excellent and fast __________D Irsquom never shopping at this grocery store again The ________ of their food is horribleE Oh no One of the ________________ for my wedding has cancelled
Reading 16 Hotel Guest
Checking Out a Guest CASE STUDY
33
A guest walked up to the front desk agent in an upscale hotel ready to check out As she would usually when checking out a guest the agent asked the guest what his room number was The guest was in a hurry and showed his anxiety by responding ldquoI stay in a hundred hotel rooms and you expect me to remember the room numberrdquo
The agent then asked for the guestrsquos name to which he responded ldquoMy name is Mr Johnsteinrdquo After asking him to repeat himself the agent began to look for the guestrsquos last name but the name was not listed in the computer Because the man had a heavy accent and the agent assumed that she had misunderstood him she politely asked the guest to spell his last name He answered ldquoWhat Are you an idiot The person who checked me into the hotel last night had no problem checking me inrdquo Again the agent looked on the computer to find the guest was not in the system
The guest becoming even more frustrated said ldquoI have a plane to catch and it is ridiculous that it has taken you this long to check me out I also need to fax these papers off but I need to have them photocopied first and the agent responded ldquoThere is a business center at the end of the counter that will fax and photocopy whatever you needrdquo The guest replied ldquoIf I wanted your opinion I would have asked you for it Havenrsquot you ever heard of customer service Isnrsquot this a five star hotel With your bad attitude you should be working in a three star hotel I canrsquot believe they let you work here at the front desk Havenrsquot you found my name yet
The agent who was beginning to get upset asked the guest again to spell out his full name The guest angrily replied ldquoHere are my papers I want faxed if you are capable of faxing themrdquo The agent reached to take the papers and the guest shouted ldquoDonrsquot grab them from my hand You have a bad attitude and if I had more time I would talk to someone about getting you removed from your position to a hotel where they donrsquot require such quality of customer servicerdquo
The agent was very upset but kept herself calm to prevent the guest from getting annoyedThe agent continued to provide service to the guest sending the faxes and making the photocopies he had requested Upon her return the agent again asked the guest to repeat his last name because he had failed to spell it out The guest replied by spelling out his name ldquoJ-o-h-n-s-t-o-n-erdquo The agent was finally able to find his name on the computer and checked him out while he continued to verbally attack her The agent finished by telling the guest to have a nice flight
Discussion Questions1 Should the front desk agent have called the manager over to finish the checkout Or should she deal with the rude customer herself2 Would you have handled the situation the same way If yes explain why If no what would you have done it differently
Prepare to share your ideas with the class
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 pg 159)
34
Reading 17 Trends in Visitor Attractions
Trends in Visitor Attractions
What changes have there been in the development of attractions over the years Think about the difference between attractions when your parents were your age and what they are like now
Take a look at the reading below and see if your predictions were correct
INSIDE TOURISM THE CHANGING FACE OF THE lsquoATTRACTIONS INDUSTRYrsquo
As the wishes and tastes of tourists and visitors change tourist attractions have to change as well In the last twenty or thirty years there have been some significant developmentsNatural attractions like sandy beaches and mountains cannot change very much but there have been developments in particular a concern to preserve the environment and to make any buildings fit into the natural context
Perhaps the greatest changes have been in man-made attractions like museums and historic sites which have been redesigned to make them more interesting and entertaining places to visit while still maintaining their role of teaching visitors about the past In many of them the aim is not just to display the past but to take visitors into the past in an interactive waySome have been converted into lsquoliving museumsrsquo where actors in costumes meet the public and play the roles of characters from the past In others history is made vivid and exciting through the use of realistic waxworks animatronic models sounds and even smells to conjure up a sense of the past
Traditional festivals by definition are unchanging but there has been a trend to increase the number of special events and festivals as cities realize that holding a music festival or an arts event is a good way of attracting tourists
Entertainment and leisure facilities are always having to reinvent themselves In the developed world the simple rectangular swimming pool for example is no longer enough-it has to be a water park with flumes chutes splash zones and wave machines
The tourist is always looking to discover new attractions (as if their happiness depends on it) and because of this the lsquoattractions industryrsquo has to keep on changing
Check your Understanding1 Why do tourist attractions have to change
35
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
a Starwoodrsquos hotel division includes 733 hotels (owned leased managed or franchised) with approximately 231 000 rooms in 80 countries and is made up of 140 hotels ______b Starwoodrsquos hotel business emphasizes global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry ______
Paragraph 3a There are 19 vacation ownership resorts in the United States and the Bahamas _______b Starwoodrsquos revenues and earnings also come from development ownership and operation of vacation ownership resorts ______
Paragraph 4a Starwood has taken a leadership position in worldwide markets based on superior global presence and strong brand recognition _______b The November 2004 Conde Nast Traveller magazine named four Starwood hotels in the top 100 Best in the World with more than 30 properties listed in the Readerrsquos Choice Awards list ______
Paragraph 5a These are among the leading hotels in the industry and they provide the highest quality and service ______b Starwood has sophisticated and diverse hotel properties throughout the world _____
Paragraph 6a Starwoodrsquos primary business goal is to maximize earnings and cash flow by increasing the money making ability of its existing properties getting new properties and increasing hotel management contracts and franchises ______b The uncertain nature of political and economic environments around the world and the impact these have on travel make Starwoodrsquos financial planning and corporate goals morechallenging ______
Match each word from the reading with a definition Write the letter of the definition next to the word1 Brand a worldly cultured and refined2 Revenue b a part of the whole3 Segment c different in design and services4 Loyalty d a product or image created by a company5 Sophisticated e make good use of something for personal benefit6 Upscale f above average in quality of high rank7 Diverse g permission given by one company to another to sell its products
and services8 To take advantage of h income9 Franchise i expensive and wealthy sector of the market10 Superior j support and confidence in a person or company
31
Complete each sentence below using one of the words from above Be sure to use the correct form of the word Not all words will be used1 The company decided to hire Nicholas over all the other applicants because he had __________ skills and experience2 Companies reward customers for their __________3 John spoke with the manager at his local McDonalds to see how he could open up his own ____________4 Elena has travelled all over the world and she can speak 4 different languages She is so ______________
Reading 15 Hospitality is Offering a Cup of Kindness
FOCUS ON SERVICEHospitality is Offering a Cup of Kindness
William B Martin Cal TechmdashMonterey Bay
Customer service is the primary focus of hospitality It is what hospitality is all aboutmdashwhat we do If you are interested in a hospitality career it is important to understand and learn as much as possible about customer service and particularly how to be successful at it Your success will come from a complete understanding of hospitality
Letrsquos begin by exploring why we provide hospitality Why are hospitality businesses in business What is the primary purpose of a foodservice operation A lodging travel or tourism related business Is it just for money Many of you might answer lsquoyesrsquo to this question But as you will see hospitality is much more than just about money Money is important but it is not the primary purpose of hospitality
Our job is to enhance the lives of those people (guests customers passengers etc) to whom we are dedicated to serve Yes it is that simple Our job is to make the lives of others better in a small way or big way it makes no difference Whatever it is we are out to make peoplersquos lives on this planet a little bit better or maybe even a lot better This is our purpose It is where we find meaning We enhance their lives through service and begin by understanding what it is they need The problem is that all of our guests come with many needs Some we can meet some we canrsquot If you can work toward helping them satisfy these needs you can go a long way toward making their lives better through kindness Quality customer service demands that service providers understand what it is that you want Kindness after all comes through understanding Kindness is demonstrated by making everyone feel welcome
Quality customer service also requires that we make all our guests feel so comfortable that they donrsquot need to worry because they are in good hands Whether they deserve it or not they should be made to feel important Why Because we all have a need to feel important This is our job
32
We need to stay focused on the primary purposes of hospitality We need to understand the power of kindness and the importance of satisfying the basic needs of our guests Hospitality and customer service success are found in our ability to enhance the lives of others through how we treat themmdashwith a little cup of kindness
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 17)
FOCUS ON SERVICECHECK YOUR UNDERSTANDING
1 What is the main idea of this reading passage What detail does the author use to support this point
2 According to the article which of these statements would a successful hospitality employee agree withA I always focus on making money when I am workingB I enjoy making the guest feel comfortable and importantC Only the employees who speak with guests need to focus on customer service and kindness
3 Use the vocabulary from the crossword to complete the sentences below Be sure to use the correct form of the wordA Most English teachers try to think about the language___________ of their students when they design their lesson plansB Students who are ___________ to learning English study it every single day These students _________ their high grades and praise from the teacherC The ________ in Rm 118 has checked out He left the housekeepers a large tip for their excellent and fast __________D Irsquom never shopping at this grocery store again The ________ of their food is horribleE Oh no One of the ________________ for my wedding has cancelled
Reading 16 Hotel Guest
Checking Out a Guest CASE STUDY
33
A guest walked up to the front desk agent in an upscale hotel ready to check out As she would usually when checking out a guest the agent asked the guest what his room number was The guest was in a hurry and showed his anxiety by responding ldquoI stay in a hundred hotel rooms and you expect me to remember the room numberrdquo
The agent then asked for the guestrsquos name to which he responded ldquoMy name is Mr Johnsteinrdquo After asking him to repeat himself the agent began to look for the guestrsquos last name but the name was not listed in the computer Because the man had a heavy accent and the agent assumed that she had misunderstood him she politely asked the guest to spell his last name He answered ldquoWhat Are you an idiot The person who checked me into the hotel last night had no problem checking me inrdquo Again the agent looked on the computer to find the guest was not in the system
The guest becoming even more frustrated said ldquoI have a plane to catch and it is ridiculous that it has taken you this long to check me out I also need to fax these papers off but I need to have them photocopied first and the agent responded ldquoThere is a business center at the end of the counter that will fax and photocopy whatever you needrdquo The guest replied ldquoIf I wanted your opinion I would have asked you for it Havenrsquot you ever heard of customer service Isnrsquot this a five star hotel With your bad attitude you should be working in a three star hotel I canrsquot believe they let you work here at the front desk Havenrsquot you found my name yet
The agent who was beginning to get upset asked the guest again to spell out his full name The guest angrily replied ldquoHere are my papers I want faxed if you are capable of faxing themrdquo The agent reached to take the papers and the guest shouted ldquoDonrsquot grab them from my hand You have a bad attitude and if I had more time I would talk to someone about getting you removed from your position to a hotel where they donrsquot require such quality of customer servicerdquo
The agent was very upset but kept herself calm to prevent the guest from getting annoyedThe agent continued to provide service to the guest sending the faxes and making the photocopies he had requested Upon her return the agent again asked the guest to repeat his last name because he had failed to spell it out The guest replied by spelling out his name ldquoJ-o-h-n-s-t-o-n-erdquo The agent was finally able to find his name on the computer and checked him out while he continued to verbally attack her The agent finished by telling the guest to have a nice flight
Discussion Questions1 Should the front desk agent have called the manager over to finish the checkout Or should she deal with the rude customer herself2 Would you have handled the situation the same way If yes explain why If no what would you have done it differently
Prepare to share your ideas with the class
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 pg 159)
34
Reading 17 Trends in Visitor Attractions
Trends in Visitor Attractions
What changes have there been in the development of attractions over the years Think about the difference between attractions when your parents were your age and what they are like now
Take a look at the reading below and see if your predictions were correct
INSIDE TOURISM THE CHANGING FACE OF THE lsquoATTRACTIONS INDUSTRYrsquo
As the wishes and tastes of tourists and visitors change tourist attractions have to change as well In the last twenty or thirty years there have been some significant developmentsNatural attractions like sandy beaches and mountains cannot change very much but there have been developments in particular a concern to preserve the environment and to make any buildings fit into the natural context
Perhaps the greatest changes have been in man-made attractions like museums and historic sites which have been redesigned to make them more interesting and entertaining places to visit while still maintaining their role of teaching visitors about the past In many of them the aim is not just to display the past but to take visitors into the past in an interactive waySome have been converted into lsquoliving museumsrsquo where actors in costumes meet the public and play the roles of characters from the past In others history is made vivid and exciting through the use of realistic waxworks animatronic models sounds and even smells to conjure up a sense of the past
Traditional festivals by definition are unchanging but there has been a trend to increase the number of special events and festivals as cities realize that holding a music festival or an arts event is a good way of attracting tourists
Entertainment and leisure facilities are always having to reinvent themselves In the developed world the simple rectangular swimming pool for example is no longer enough-it has to be a water park with flumes chutes splash zones and wave machines
The tourist is always looking to discover new attractions (as if their happiness depends on it) and because of this the lsquoattractions industryrsquo has to keep on changing
Check your Understanding1 Why do tourist attractions have to change
35
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
Complete each sentence below using one of the words from above Be sure to use the correct form of the word Not all words will be used1 The company decided to hire Nicholas over all the other applicants because he had __________ skills and experience2 Companies reward customers for their __________3 John spoke with the manager at his local McDonalds to see how he could open up his own ____________4 Elena has travelled all over the world and she can speak 4 different languages She is so ______________
Reading 15 Hospitality is Offering a Cup of Kindness
FOCUS ON SERVICEHospitality is Offering a Cup of Kindness
William B Martin Cal TechmdashMonterey Bay
Customer service is the primary focus of hospitality It is what hospitality is all aboutmdashwhat we do If you are interested in a hospitality career it is important to understand and learn as much as possible about customer service and particularly how to be successful at it Your success will come from a complete understanding of hospitality
Letrsquos begin by exploring why we provide hospitality Why are hospitality businesses in business What is the primary purpose of a foodservice operation A lodging travel or tourism related business Is it just for money Many of you might answer lsquoyesrsquo to this question But as you will see hospitality is much more than just about money Money is important but it is not the primary purpose of hospitality
Our job is to enhance the lives of those people (guests customers passengers etc) to whom we are dedicated to serve Yes it is that simple Our job is to make the lives of others better in a small way or big way it makes no difference Whatever it is we are out to make peoplersquos lives on this planet a little bit better or maybe even a lot better This is our purpose It is where we find meaning We enhance their lives through service and begin by understanding what it is they need The problem is that all of our guests come with many needs Some we can meet some we canrsquot If you can work toward helping them satisfy these needs you can go a long way toward making their lives better through kindness Quality customer service demands that service providers understand what it is that you want Kindness after all comes through understanding Kindness is demonstrated by making everyone feel welcome
Quality customer service also requires that we make all our guests feel so comfortable that they donrsquot need to worry because they are in good hands Whether they deserve it or not they should be made to feel important Why Because we all have a need to feel important This is our job
32
We need to stay focused on the primary purposes of hospitality We need to understand the power of kindness and the importance of satisfying the basic needs of our guests Hospitality and customer service success are found in our ability to enhance the lives of others through how we treat themmdashwith a little cup of kindness
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 17)
FOCUS ON SERVICECHECK YOUR UNDERSTANDING
1 What is the main idea of this reading passage What detail does the author use to support this point
2 According to the article which of these statements would a successful hospitality employee agree withA I always focus on making money when I am workingB I enjoy making the guest feel comfortable and importantC Only the employees who speak with guests need to focus on customer service and kindness
3 Use the vocabulary from the crossword to complete the sentences below Be sure to use the correct form of the wordA Most English teachers try to think about the language___________ of their students when they design their lesson plansB Students who are ___________ to learning English study it every single day These students _________ their high grades and praise from the teacherC The ________ in Rm 118 has checked out He left the housekeepers a large tip for their excellent and fast __________D Irsquom never shopping at this grocery store again The ________ of their food is horribleE Oh no One of the ________________ for my wedding has cancelled
Reading 16 Hotel Guest
Checking Out a Guest CASE STUDY
33
A guest walked up to the front desk agent in an upscale hotel ready to check out As she would usually when checking out a guest the agent asked the guest what his room number was The guest was in a hurry and showed his anxiety by responding ldquoI stay in a hundred hotel rooms and you expect me to remember the room numberrdquo
The agent then asked for the guestrsquos name to which he responded ldquoMy name is Mr Johnsteinrdquo After asking him to repeat himself the agent began to look for the guestrsquos last name but the name was not listed in the computer Because the man had a heavy accent and the agent assumed that she had misunderstood him she politely asked the guest to spell his last name He answered ldquoWhat Are you an idiot The person who checked me into the hotel last night had no problem checking me inrdquo Again the agent looked on the computer to find the guest was not in the system
The guest becoming even more frustrated said ldquoI have a plane to catch and it is ridiculous that it has taken you this long to check me out I also need to fax these papers off but I need to have them photocopied first and the agent responded ldquoThere is a business center at the end of the counter that will fax and photocopy whatever you needrdquo The guest replied ldquoIf I wanted your opinion I would have asked you for it Havenrsquot you ever heard of customer service Isnrsquot this a five star hotel With your bad attitude you should be working in a three star hotel I canrsquot believe they let you work here at the front desk Havenrsquot you found my name yet
The agent who was beginning to get upset asked the guest again to spell out his full name The guest angrily replied ldquoHere are my papers I want faxed if you are capable of faxing themrdquo The agent reached to take the papers and the guest shouted ldquoDonrsquot grab them from my hand You have a bad attitude and if I had more time I would talk to someone about getting you removed from your position to a hotel where they donrsquot require such quality of customer servicerdquo
The agent was very upset but kept herself calm to prevent the guest from getting annoyedThe agent continued to provide service to the guest sending the faxes and making the photocopies he had requested Upon her return the agent again asked the guest to repeat his last name because he had failed to spell it out The guest replied by spelling out his name ldquoJ-o-h-n-s-t-o-n-erdquo The agent was finally able to find his name on the computer and checked him out while he continued to verbally attack her The agent finished by telling the guest to have a nice flight
Discussion Questions1 Should the front desk agent have called the manager over to finish the checkout Or should she deal with the rude customer herself2 Would you have handled the situation the same way If yes explain why If no what would you have done it differently
Prepare to share your ideas with the class
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 pg 159)
34
Reading 17 Trends in Visitor Attractions
Trends in Visitor Attractions
What changes have there been in the development of attractions over the years Think about the difference between attractions when your parents were your age and what they are like now
Take a look at the reading below and see if your predictions were correct
INSIDE TOURISM THE CHANGING FACE OF THE lsquoATTRACTIONS INDUSTRYrsquo
As the wishes and tastes of tourists and visitors change tourist attractions have to change as well In the last twenty or thirty years there have been some significant developmentsNatural attractions like sandy beaches and mountains cannot change very much but there have been developments in particular a concern to preserve the environment and to make any buildings fit into the natural context
Perhaps the greatest changes have been in man-made attractions like museums and historic sites which have been redesigned to make them more interesting and entertaining places to visit while still maintaining their role of teaching visitors about the past In many of them the aim is not just to display the past but to take visitors into the past in an interactive waySome have been converted into lsquoliving museumsrsquo where actors in costumes meet the public and play the roles of characters from the past In others history is made vivid and exciting through the use of realistic waxworks animatronic models sounds and even smells to conjure up a sense of the past
Traditional festivals by definition are unchanging but there has been a trend to increase the number of special events and festivals as cities realize that holding a music festival or an arts event is a good way of attracting tourists
Entertainment and leisure facilities are always having to reinvent themselves In the developed world the simple rectangular swimming pool for example is no longer enough-it has to be a water park with flumes chutes splash zones and wave machines
The tourist is always looking to discover new attractions (as if their happiness depends on it) and because of this the lsquoattractions industryrsquo has to keep on changing
Check your Understanding1 Why do tourist attractions have to change
35
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
We need to stay focused on the primary purposes of hospitality We need to understand the power of kindness and the importance of satisfying the basic needs of our guests Hospitality and customer service success are found in our ability to enhance the lives of others through how we treat themmdashwith a little cup of kindness
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 Pg 17)
FOCUS ON SERVICECHECK YOUR UNDERSTANDING
1 What is the main idea of this reading passage What detail does the author use to support this point
2 According to the article which of these statements would a successful hospitality employee agree withA I always focus on making money when I am workingB I enjoy making the guest feel comfortable and importantC Only the employees who speak with guests need to focus on customer service and kindness
3 Use the vocabulary from the crossword to complete the sentences below Be sure to use the correct form of the wordA Most English teachers try to think about the language___________ of their students when they design their lesson plansB Students who are ___________ to learning English study it every single day These students _________ their high grades and praise from the teacherC The ________ in Rm 118 has checked out He left the housekeepers a large tip for their excellent and fast __________D Irsquom never shopping at this grocery store again The ________ of their food is horribleE Oh no One of the ________________ for my wedding has cancelled
Reading 16 Hotel Guest
Checking Out a Guest CASE STUDY
33
A guest walked up to the front desk agent in an upscale hotel ready to check out As she would usually when checking out a guest the agent asked the guest what his room number was The guest was in a hurry and showed his anxiety by responding ldquoI stay in a hundred hotel rooms and you expect me to remember the room numberrdquo
The agent then asked for the guestrsquos name to which he responded ldquoMy name is Mr Johnsteinrdquo After asking him to repeat himself the agent began to look for the guestrsquos last name but the name was not listed in the computer Because the man had a heavy accent and the agent assumed that she had misunderstood him she politely asked the guest to spell his last name He answered ldquoWhat Are you an idiot The person who checked me into the hotel last night had no problem checking me inrdquo Again the agent looked on the computer to find the guest was not in the system
The guest becoming even more frustrated said ldquoI have a plane to catch and it is ridiculous that it has taken you this long to check me out I also need to fax these papers off but I need to have them photocopied first and the agent responded ldquoThere is a business center at the end of the counter that will fax and photocopy whatever you needrdquo The guest replied ldquoIf I wanted your opinion I would have asked you for it Havenrsquot you ever heard of customer service Isnrsquot this a five star hotel With your bad attitude you should be working in a three star hotel I canrsquot believe they let you work here at the front desk Havenrsquot you found my name yet
The agent who was beginning to get upset asked the guest again to spell out his full name The guest angrily replied ldquoHere are my papers I want faxed if you are capable of faxing themrdquo The agent reached to take the papers and the guest shouted ldquoDonrsquot grab them from my hand You have a bad attitude and if I had more time I would talk to someone about getting you removed from your position to a hotel where they donrsquot require such quality of customer servicerdquo
The agent was very upset but kept herself calm to prevent the guest from getting annoyedThe agent continued to provide service to the guest sending the faxes and making the photocopies he had requested Upon her return the agent again asked the guest to repeat his last name because he had failed to spell it out The guest replied by spelling out his name ldquoJ-o-h-n-s-t-o-n-erdquo The agent was finally able to find his name on the computer and checked him out while he continued to verbally attack her The agent finished by telling the guest to have a nice flight
Discussion Questions1 Should the front desk agent have called the manager over to finish the checkout Or should she deal with the rude customer herself2 Would you have handled the situation the same way If yes explain why If no what would you have done it differently
Prepare to share your ideas with the class
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 pg 159)
34
Reading 17 Trends in Visitor Attractions
Trends in Visitor Attractions
What changes have there been in the development of attractions over the years Think about the difference between attractions when your parents were your age and what they are like now
Take a look at the reading below and see if your predictions were correct
INSIDE TOURISM THE CHANGING FACE OF THE lsquoATTRACTIONS INDUSTRYrsquo
As the wishes and tastes of tourists and visitors change tourist attractions have to change as well In the last twenty or thirty years there have been some significant developmentsNatural attractions like sandy beaches and mountains cannot change very much but there have been developments in particular a concern to preserve the environment and to make any buildings fit into the natural context
Perhaps the greatest changes have been in man-made attractions like museums and historic sites which have been redesigned to make them more interesting and entertaining places to visit while still maintaining their role of teaching visitors about the past In many of them the aim is not just to display the past but to take visitors into the past in an interactive waySome have been converted into lsquoliving museumsrsquo where actors in costumes meet the public and play the roles of characters from the past In others history is made vivid and exciting through the use of realistic waxworks animatronic models sounds and even smells to conjure up a sense of the past
Traditional festivals by definition are unchanging but there has been a trend to increase the number of special events and festivals as cities realize that holding a music festival or an arts event is a good way of attracting tourists
Entertainment and leisure facilities are always having to reinvent themselves In the developed world the simple rectangular swimming pool for example is no longer enough-it has to be a water park with flumes chutes splash zones and wave machines
The tourist is always looking to discover new attractions (as if their happiness depends on it) and because of this the lsquoattractions industryrsquo has to keep on changing
Check your Understanding1 Why do tourist attractions have to change
35
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
A guest walked up to the front desk agent in an upscale hotel ready to check out As she would usually when checking out a guest the agent asked the guest what his room number was The guest was in a hurry and showed his anxiety by responding ldquoI stay in a hundred hotel rooms and you expect me to remember the room numberrdquo
The agent then asked for the guestrsquos name to which he responded ldquoMy name is Mr Johnsteinrdquo After asking him to repeat himself the agent began to look for the guestrsquos last name but the name was not listed in the computer Because the man had a heavy accent and the agent assumed that she had misunderstood him she politely asked the guest to spell his last name He answered ldquoWhat Are you an idiot The person who checked me into the hotel last night had no problem checking me inrdquo Again the agent looked on the computer to find the guest was not in the system
The guest becoming even more frustrated said ldquoI have a plane to catch and it is ridiculous that it has taken you this long to check me out I also need to fax these papers off but I need to have them photocopied first and the agent responded ldquoThere is a business center at the end of the counter that will fax and photocopy whatever you needrdquo The guest replied ldquoIf I wanted your opinion I would have asked you for it Havenrsquot you ever heard of customer service Isnrsquot this a five star hotel With your bad attitude you should be working in a three star hotel I canrsquot believe they let you work here at the front desk Havenrsquot you found my name yet
The agent who was beginning to get upset asked the guest again to spell out his full name The guest angrily replied ldquoHere are my papers I want faxed if you are capable of faxing themrdquo The agent reached to take the papers and the guest shouted ldquoDonrsquot grab them from my hand You have a bad attitude and if I had more time I would talk to someone about getting you removed from your position to a hotel where they donrsquot require such quality of customer servicerdquo
The agent was very upset but kept herself calm to prevent the guest from getting annoyedThe agent continued to provide service to the guest sending the faxes and making the photocopies he had requested Upon her return the agent again asked the guest to repeat his last name because he had failed to spell it out The guest replied by spelling out his name ldquoJ-o-h-n-s-t-o-n-erdquo The agent was finally able to find his name on the computer and checked him out while he continued to verbally attack her The agent finished by telling the guest to have a nice flight
Discussion Questions1 Should the front desk agent have called the manager over to finish the checkout Or should she deal with the rude customer herself2 Would you have handled the situation the same way If yes explain why If no what would you have done it differently
Prepare to share your ideas with the class
(Adapted from Introduction to Hospitality Management 3rd ed John Walker 2009 pg 159)
34
Reading 17 Trends in Visitor Attractions
Trends in Visitor Attractions
What changes have there been in the development of attractions over the years Think about the difference between attractions when your parents were your age and what they are like now
Take a look at the reading below and see if your predictions were correct
INSIDE TOURISM THE CHANGING FACE OF THE lsquoATTRACTIONS INDUSTRYrsquo
As the wishes and tastes of tourists and visitors change tourist attractions have to change as well In the last twenty or thirty years there have been some significant developmentsNatural attractions like sandy beaches and mountains cannot change very much but there have been developments in particular a concern to preserve the environment and to make any buildings fit into the natural context
Perhaps the greatest changes have been in man-made attractions like museums and historic sites which have been redesigned to make them more interesting and entertaining places to visit while still maintaining their role of teaching visitors about the past In many of them the aim is not just to display the past but to take visitors into the past in an interactive waySome have been converted into lsquoliving museumsrsquo where actors in costumes meet the public and play the roles of characters from the past In others history is made vivid and exciting through the use of realistic waxworks animatronic models sounds and even smells to conjure up a sense of the past
Traditional festivals by definition are unchanging but there has been a trend to increase the number of special events and festivals as cities realize that holding a music festival or an arts event is a good way of attracting tourists
Entertainment and leisure facilities are always having to reinvent themselves In the developed world the simple rectangular swimming pool for example is no longer enough-it has to be a water park with flumes chutes splash zones and wave machines
The tourist is always looking to discover new attractions (as if their happiness depends on it) and because of this the lsquoattractions industryrsquo has to keep on changing
Check your Understanding1 Why do tourist attractions have to change
35
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
Reading 17 Trends in Visitor Attractions
Trends in Visitor Attractions
What changes have there been in the development of attractions over the years Think about the difference between attractions when your parents were your age and what they are like now
Take a look at the reading below and see if your predictions were correct
INSIDE TOURISM THE CHANGING FACE OF THE lsquoATTRACTIONS INDUSTRYrsquo
As the wishes and tastes of tourists and visitors change tourist attractions have to change as well In the last twenty or thirty years there have been some significant developmentsNatural attractions like sandy beaches and mountains cannot change very much but there have been developments in particular a concern to preserve the environment and to make any buildings fit into the natural context
Perhaps the greatest changes have been in man-made attractions like museums and historic sites which have been redesigned to make them more interesting and entertaining places to visit while still maintaining their role of teaching visitors about the past In many of them the aim is not just to display the past but to take visitors into the past in an interactive waySome have been converted into lsquoliving museumsrsquo where actors in costumes meet the public and play the roles of characters from the past In others history is made vivid and exciting through the use of realistic waxworks animatronic models sounds and even smells to conjure up a sense of the past
Traditional festivals by definition are unchanging but there has been a trend to increase the number of special events and festivals as cities realize that holding a music festival or an arts event is a good way of attracting tourists
Entertainment and leisure facilities are always having to reinvent themselves In the developed world the simple rectangular swimming pool for example is no longer enough-it has to be a water park with flumes chutes splash zones and wave machines
The tourist is always looking to discover new attractions (as if their happiness depends on it) and because of this the lsquoattractions industryrsquo has to keep on changing
Check your Understanding1 Why do tourist attractions have to change
35
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
2 What are some examples of natural attractions3 How have man-made attractions become more interesting and entertaining4 Why have cities increased the number of special events and festivals they hold each year5 Why is the tourist always looking for new attractions
Look at the words in boldSeparate the words with prefixes and suffixes and then write down the meaning of each prefix and suffixPREFIX EXAMPLE WORD MEANING of PREFIXRE- ____________ ______________DIS- ____________ ______________INTER- ____________ ______________UN- ____________ ______________SUFFIX EXAMPLE WORD MEANING of SUFFIX-MENT ___________ ______________-NESS ___________ ______________-IST ___________ ______________-OR ___________ ______________
(Adapted from Tourism 1 Oxford English for Careers Oxford University Press Robin Walker and Keith Harding 2006 Pg 61)
Reading 18 The First Aiderrsquos Role
The First Aiderrsquos RoleYour goal in learning first aid is to give care to someone suffering from an injury or medical emergency until trained medical help can arrive
A bystander is someone like you who recognizes an emergency and decides to help Ideally everyone should know what to do in an emergency Everyone should know first aid First aid is the immediate care given to a victim of injury or sudden illness until more advanced care is obtained
You must first recognize that illness or injury has occurred in an emergency Calling Emergency Medical Services (EMS) professionals is the most important action you and other bystanders can take Early arrival of EMS personnel increases the casualty1048577s chances of surviving a life-threatening emergency In addition a bystander trained in first aid can provide help that may save a life in the first few minutes in an emergency
Becoming involved in emergency situations where you may be the only one who can help is very important Donrsquot worry that you might do something wrong you can always help in some way even if itrsquos only calling for help First aid can make the difference between life and death Often it does make the difference between complete recovery and permanent disability
36
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
Your role includes four basic steps1 Recognize that an emergency exists2 Decide to act3 Call 911 (EMS)4 Give first aid until EMS arrives
Reading 19 Emergency Action Principles
Emergency Action Principles
There are six emergency action principles to follow in order
Step One Survey the SceneOnce you recognize an emergency and get ready to help make sure the scene is safe for you and others Take time to look around and ask these questions Is the scene safe What happened How many casualties are there Can others help
When you survey the scene look for anything that may threaten your safety and othersrsquo Look for downed power lines falling rocks traffic fire smoke extreme weather and deep or fast water If any kind of danger is threatening do not approach the casualty Call EMS immediately Never risk your own safety You could become a second casualty yourself
Try to determine what has happened to help understand the injury and look for other casualties because you may not see everyone at first Help those who have the most severe injuries first
When you reach the casualty tell them who you are that you are trained in first aid and get permission to help them
Step Two Call EMSCall 911 or your local emergency number for EMS If possible send someone else to call while you give care to the casualty If you are alone and the casualty is unconscious shout for help If no one else can call EMS you must call them Be sure to have the right information ready when you are ready to call 911 You need the exact location of the emergency the telephone number you are calling from your name what the emergency is (car crash burn etc) the number of casualties and the first aid being given
If you send someone else to call tell the person to stay on the phone with 911 and do whatever the EMS dispatcher says The dispatcher may tell the caller how to care for the casualty until help arrives As the caller to come back and tell you what the dispatcher said
Step Three Check for Life Threatening Conditions
37
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
In any emergency you must check if any conditions threaten the casualtyrsquos life this is called the primary survey After you have looked around the scene checked the casualty for unresponsiveness and called EMS do a primary survey to check and care for these life threatening conditions unconsciousness airway block difficulty breathing loss of heartbeat severe bleeding and shock
In the primary survey you check the casualtyrsquos airway breathing and circulation These are called the ABCs of the primary survey Try to check the ABCs without moving the casualty unless you have to for safety reasons
Step Four Do a Secondary SurveyAfter you have called EMS and only if you are sure that the casualty has no life-threatening problems that require continued care should you move on to the next step
The secondary survey is a way to look for other problems that may need first aid
Again ask the casualty and others present about what has happened When a child is the casualty ask parents or adults at the scene Then check the casualtyrsquos vital signs and examine the casualty from head to toe The vital signs are pulse rate breathing rate and level of consciousness The secondary survey is important because even problems that do not threaten life directly can become serious if first aid is not given
Step Five Keep Monitoring the Casualtyrsquos ABCsContinue to monitor the ABCs while you wait for EMS to arrive The personrsquos condition can gradually worsen or a life threatening condition such as respiratory or cardiac arrest can occur suddenly Do not assume that the person is out of danger just because there were no serious problems at first
Step Six Help the Casualty Rest Comfortably and Provide ReassuranceWhile waiting for EMS to arrive help the casualty stay calm and as comfortable as possible while waiting Tell the person help is on the way and try to make them feel better and less scared Fear and stress while injured can actually make a personrsquos condition worse
(Adapted from First Aid The Vital Link 2nd ed Canadian Red Cross Society 2001 Ch 5)
Check your UnderstandingTrue or False_____ 1 The first thing you are supposed to do is call 911_____ 2 When you are speaking with the casualty you should let them know how serious their injuries are_____3 You should tell the casualty who you are and ask permission to help them_____ 4 If the casualty doesnrsquot appear to have any serious injuries when you see them there arenrsquot seriously hurt
38
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
_____ 5 If you send someone to call 911 for you they should stay on the phone and do what the dispatcher says to do
Short Answer1 What does ABC stand for______________________________________________________________________________2 What are some examples of vital signs______________________________________________________________________________3 Why should survey the scene before approaching the casualty______________________________________________________________________________
Vocabulary in ContextLook at the reading again and find the words in bold Choose the word closest in meaning on the right to the words from the reading1 Casualty a injured person b angry person c stranger2 Survey a shout b look c arrive at3 Severe a important b very bad c exciting4 Dispatcher a a person who fixes things b a person who collects things
c a person who helps provide a service5 Calm a worried b peaceful c busy6 Circulation a continuous movement b circle c support7 Exact a average b general c specific8 Trained a exercise b educated c nice
39
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