Tourism English UNIT 3 Part I Lecture Time Assigned PARTMODULES CONTENTS STUDIED PERIODS I Text A Tour Guide’s Principle Duties 1 II Text B Travel Agency.

Tourism Tourism EnglishEnglishUNIT 3UNIT 3

Part I Lecture Time Part I Lecture Time AssignedAssigned

PARPARTT

MODULESMODULES CONTENTS CONTENTS STUDIEDSTUDIED

PERIODPERIODSS

II Text AText ATour Guide’s Tour Guide’s

Principle Principle DutiesDuties

11

IIII Text BText B Travel AgencyTravel Agency 0-50-5

IIIIII Listening Listening A Holiday in Thailand A Holiday in Thailand 0.50.5

IVIVPractical Practical

Writing Writing How to write a How to write a

speechspeech0.50.5

VV 　　　　

ConsolidationConsolidation

Role playRole play

11 Reading Reading Writing a welcome speechWriting a welcome speech

VI.VI. Case ProblemsCase Problems 0.50.5

TotalTotal Six PartsSix PartsListening Listening speakingspeaking

ReadingReadingWriting Writing

44

Learning ObjectivesLearning Objectives

Get to know the tour guide’s Get to know the tour guide’s principle dutiesprinciple duties

Understand the role of travel agency Understand the role of travel agency Learn to write a welcome speechLearn to write a welcome speech Learn to book a holiday Learn to book a holiday

Part I.Text APart I.Text A

Learning ObjectivesLearning Objectives

1. Get to know a tour guide’s principle duties

2. Understand a tour guide’s specific tasks

3.Get to know the importance of a tour guide’s good service

Tour Guide’s Principle Duties

a Tour Guidea Tour Guide

A tour guide A tour guide someone designated by a travel agency someone designated by a travel agency to organize to organize To conduct trip To conduct trip to take care of every detail of logistics for a to take care of every detail of logistics for a

tour.tour. a person that the guests pay for the a person that the guests pay for the

convenience convenience have a thorough familiarity with geography have a thorough familiarity with geography

and history of a certain area. and history of a certain area.

A Tour Guide’s General A Tour Guide’s General taskstasks

A: A: encompass a broad array of scopeencompass a broad array of scope, , some basic service---some basic service--- meeting and seeing off, meeting and seeing off, checking in and checking out, checking in and checking out, arranging food and accommodation,arranging food and accommodation, providing on –tour service providing on –tour service promoting optional tour products, promoting optional tour products, giving tour advice, giving tour advice, dealing with complaints and emergencies,dealing with complaints and emergencies, doing pre-tour and post-tour job and son on. doing pre-tour and post-tour job and son on. educators, instructors and all-around experts----educators, instructors and all-around experts---- history, history, geography, geography, architecture, architecture,

art and other interdisciplinary knowledge.art and other interdisciplinary knowledge.

A Tour Guide’s General A Tour Guide’s General TasksTasks

BB:::: the public face of a travel agencythe public face of a travel agency help shape the first impression to visitors.help shape the first impression to visitors. His/Her quality of service is conductive to the direct promotion of sales of His/Her quality of service is conductive to the direct promotion of sales of

local tour products,local tour products, make great contribution to increasing the income of foreign currencymake great contribution to increasing the income of foreign currency C: a goodwill culture ambassador, an C: a goodwill culture ambassador, an

unofficial spokesperson for the destinations unofficial spokesperson for the destinations working at the forefront of the travel industry andworking at the forefront of the travel industry and meeting people from all over the world and with diverse meeting people from all over the world and with diverse

backgrounds ,a guide acts as to foreign guests, backgrounds ,a guide acts as to foreign guests, facilitate foreign tourists to enhance their understanding about facilitate foreign tourists to enhance their understanding about

China and eliminate prejudice against ChinaChina and eliminate prejudice against China

A Guide’s Specific TasksA Guide’s Specific Tasks A: Responsible for pre-tour preparationA: Responsible for pre-tour preparation information of guests---information of guests--- where they are from, where they are from, occupations occupations religion religion information for their commentary information for their commentary Conduct technical research for specialized toursConduct technical research for specialized tours activities,activities, hotels,hotels, confirmation of reservations confirmation of reservations adequate transportationadequate transportation B: Get necessary supplies ---B: Get necessary supplies --- a flag and a signboard ready for the tour a flag and a signboard ready for the tour equipment repairs and maintenanceequipment repairs and maintenance Clean and maintain the travel vehicles Clean and maintain the travel vehicles maintain proper use of tour facilities and supplies.maintain proper use of tour facilities and supplies. C: WelcomeC: Welcome welcome the tour members on arrival welcome the tour members on arrival assist them with their luggageassist them with their luggage Welcome your guests with care and attention a VIP deserves.Welcome your guests with care and attention a VIP deserves.

A Tour Guide’s Special A Tour Guide’s Special TasksTasks

D: Transfer guests along various sitesD: Transfer guests along various sites airports, hotels, local attractions, souvenir shops or equivalent locations.airports, hotels, local attractions, souvenir shops or equivalent locations. E: Arrange food and refreshments stops. E: Arrange food and refreshments stops. special needs for diabetics, children, elderly persons, visually-impaired or hearing –impaired person or physically challenged person.special needs for diabetics, children, elderly persons, visually-impaired or hearing –impaired person or physically challenged person. Cope with illness, injure and death of tourists.Cope with illness, injure and death of tourists. F: Help with currency exchange or bargaining.F: Help with currency exchange or bargaining. G: Dealing with complaintsG: Dealing with complaints Be a good listener .Be a good listener . complaints regarding rooms, meals, service, check-in and lost luggage, Solve operational problems like booking errors and complaints regarding rooms, meals, service, check-in and lost luggage, Solve operational problems like booking errors and

amendments, etc. amendments, etc. Take immediate action to deal with unhappy or unsatisfied guests Take immediate action to deal with unhappy or unsatisfied guests come to a win-win outcome.come to a win-win outcome.

H: PlanH: Plan Plan their activities within a tour itinerary; Plan their activities within a tour itinerary; review to make adjustment as required.review to make adjustment as required. Respond to the special needs and peculiar request of tour participants.Respond to the special needs and peculiar request of tour participants.

I: Meals I: Meals Decide where to take mealsDecide where to take meals seat the group taking into consideration their different needs and preferences.seat the group taking into consideration their different needs and preferences.

J: Be patientJ: Be patient Answer questions patiently.Answer questions patiently. meet expectations of guests meet expectations of guests Remain helpful, polite and calm anytime on tour , even when dealing with hard-to-please clients who aren’t so nice. Remain helpful, polite and calm anytime on tour , even when dealing with hard-to-please clients who aren’t so nice.

A Tour Guide’s Special A Tour Guide’s Special TasksTasks

identifying further services not included in the identifying further services not included in the

schedule.schedule. Escort the group through an area Escort the group through an area

coordination activities .coordination activities . Give detailed descriptions of the area and items/point Give detailed descriptions of the area and items/point

interests. interests. Highlight sights and places along the way providing in-depth Highlight sights and places along the way providing in-depth

insights into local culture, history, flora, fauna and more.insights into local culture, history, flora, fauna and more. In some cases, guide tourists to the unusual and little known In some cases, guide tourists to the unusual and little known

areas.areas.

A Tour Guide Special’s A Tour Guide Special’s Tasks Tasks

DeterminationDetermination: Determine an outdoor activity .: Determine an outdoor activity . News:News: Report the latest news and answer questions. Report the latest news and answer questions. cautionary instructions: cautionary instructions: valuables , balance time. valuables , balance time. Special needs:Special needs: fulfill reasonable request fulfill reasonable request EducatorEducator: protect environment and cultural heritages.: protect environment and cultural heritages. Emergency solverEmergency solver: health and safety : health and safety Collector :Collector : tour report, clerical details , daily expenditure account, tour report, clerical details , daily expenditure account,

receipts, budget.receipts, budget. Contact and communicationContact and communication: tour companies, hotels restaurants, : tour companies, hotels restaurants,

vendor. vendor. Reminder:Reminder: a hotel business card , phone number , wet wipes and a hotel business card , phone number , wet wipes and

toilet paper toilet paper Treat all with civility.Treat all with civility. Additional fees:Additional fees: optional activities . Collect entrance fees optional activities . Collect entrance fees

In ConclusionIn Conclusion

types of tours :types of tours : vary considerable.vary considerable. the first priority:the first priority: the guest’s satisfactionthe guest’s satisfaction tour guide:tour guide: obligation to deliver memorable, enjoyable and rewarding travel obligation to deliver memorable, enjoyable and rewarding travel

experiences.experiences. help to boost the tourism industry of our country.help to boost the tourism industry of our country. tourists :tourists : a good understanding of the destinationa good understanding of the destination excellent planning effortexcellent planning effort

Questions for DiscussionQuestions for Discussion

Does a tour guide have to perform an array Does a tour guide have to perform an array of tasks at the same time?of tasks at the same time?

Does a tour guide need to refer to a large Does a tour guide need to refer to a large sum of relevant sources of information?sum of relevant sources of information?

Is proper dress very necessary for a tour Is proper dress very necessary for a tour guide?guide?

What’s the purpose of talking about some What’s the purpose of talking about some latest news?latest news?

In how many respects should a guide get In how many respects should a guide get prepared?prepared?

Travel AgencyTravel Agency

Learning Objectives:

1.Get to know the service from the travel agency

2.Learn the types of travel agency.

3.Understand the growing trend in travel agency

Part II.Text B Part II.Text B

Travel agencyTravel agency

tourism channel of distribution tourism channel of distribution an operating structure, system, or linkaan operating structure, system, or linka

ge of various combinations of organizatige of various combinations of organizations ons

a producer of travel products to the bua producer of travel products to the buyer. yer.

Similarities and differences Similarities and differences between industry and tourismbetween industry and tourism

Similarities: Similarities: Distribution channel—wholesalers, distributors, middlemen, Distribution channel—wholesalers, distributors, middlemen,

ultimate consumersultimate consumers

Differences: Differences:

Unique distribution---Intangible service, temporalUnique distribution---Intangible service, temporal Arrangements: a variety of choiceArrangements: a variety of choice A middlemanA middleman An agency of principal in legal terms: transportation companiesAn agency of principal in legal terms: transportation companies An expert, knowledgeable An expert, knowledgeable

A growing trend A growing trend

Profit and productivity:Profit and productivity: Affiliated with cooperatives, consortia, franchisors, joint Affiliated with cooperatives, consortia, franchisors, joint

market organizationsmarket organizations Provide aidsProvide aids 800-number800-number Telephone consultationTelephone consultation Education programsEducation programs Frequent traveler’s planFrequent traveler’s plan Client newslettersClient newsletters Preferred suppliersPreferred suppliers Discount Discount

Questions for discussionQuestions for discussion

What kind of service can a travel service What kind of service can a travel service provide to its customers?provide to its customers?

How many types can travel agency be How many types can travel agency be classified into?classified into?

List the names of travel agency in your List the names of travel agency in your area as much as you can.area as much as you can.

What information does a traveler can get What information does a traveler can get from the travel agency?from the travel agency?

What is travel agent? What is travel agent?

Text A ‘s Recording Text A ‘s Recording

All over the world, types of tours a tour guide All over the world, types of tours a tour guide conducts vary ___. However, there is one thing conducts vary ___. However, there is one thing that they all have ____, that is, the guest’s that they all have ____, that is, the guest’s satisfaction is the first ____. It is his/her ____ to satisfaction is the first ____. It is his/her ____ to deliver ___, ___and ___ travel experiences. deliver ___, ___and ___ travel experiences. What’s more, tourists will leave with a good ___ What’s more, tourists will leave with a good ___ of the destination and excellent planning effort of the destination and excellent planning effort that is going on. And we also hope that the great that is going on. And we also hope that the great job of tour guides will help to ____ the tourism job of tour guides will help to ____ the tourism industry of our country.industry of our country.

Fill in the blanks KEYS

1.The tourism channel of ____ is an operating structure, system, or 1.The tourism channel of ____ is an operating structure, system, or linkage of various ___ of organizations through which a producer linkage of various ___ of organizations through which a producer of travel products describes, sells or confirms travel arrangements of travel products describes, sells or confirms travel arrangements to the buyer. to the buyer.

2. Their products flow to the ___consumer through ___, ___, and ___. 2. Their products flow to the ___consumer through ___, ___, and ___. 3. Tourism products mainly services that are ___. There is no physical 3. Tourism products mainly services that are ___. There is no physical

product that can be held in ___ and flows from one sales ___ to product that can be held in ___ and flows from one sales ___ to another. another.

4. In short, the travel agency is a ___ and _____.4. In short, the travel agency is a ___ and _____.

Listen and fill in the blanks

KEYS

The Text and Its Recording The Text and Its Recording

Text B Travel AgencyText B Travel Agency

Part III. ListeningPart III. ListeningA Holiday in A Holiday in

ThailandThailand

1.Study　the　Words　And　Proper　Names.　2.Study　the　Language　Tips　Shown　in　This　Dialogue.3.Listen　To　Dialogue　　And　Answer　The　Questions　　　　Listed　After　The　Dialogue5.Make　Pair　Task　　

The Dialogue and Its The Dialogue and Its Recording Recording

NextSlide

A Holiday in A Holiday in ThailandThailand

Listen to Anne_Marie booking a holiday in TListen to Anne_Marie booking a holiday in Thailand. What does her travel agent try to sehailand. What does her travel agent try to sell her? Is the travel agent good selling?ll her? Is the travel agent good selling?

Listen and answer the questions.Listen and answer the questions. What kind of insurance does the travel agent recommend?What kind of insurance does the travel agent recommend? Why is it better than the customer’s own insurance compWhy is it better than the customer’s own insurance comp

any’s cover?any’s cover? What does the package include?What does the package include? When would any medical costs be paid?When would any medical costs be paid? What else does the insurance include?What else does the insurance include? How much does the insurance cost?How much does the insurance cost?

Listening comprehensionListening comprehension KEYS

Part IV.WritingPart IV.Writing

HHow to write a speechow to write a speech

1.Get　to　know　a　Speech　format2.Sample　3.Write　a　welcome　speech

A speechA speech

Occasions:Occasions: banquets, receptions or other important activities in honor of touristsbanquets, receptions or other important activities in honor of tourists A welcome speechA welcome speech A farewell speechA farewell speech two types :two types : formal , informalformal , informal points of concerns:points of concerns: LanguageLanguage: : clear, concise comprehensible;clear, concise comprehensible; the content : appropriate and catering to the guests; the content : appropriate and catering to the guests; the style should be vivid, lively and humorous the style should be vivid, lively and humorous make the occasion enjoyable to both the guests and the hosts.make the occasion enjoyable to both the guests and the hosts.

FormatFormat

Three partsThree parts the salutation---the salutation---such as ladies and such as ladies and

gentlemen , Dear Guests, Dear Mr. Smith etc gentlemen , Dear Guests, Dear Mr. Smith etc

the content ---the content ---cover the purpose, subjectcover the purpose, subject the concluding remarks--- the concluding remarks--- show the best show the best

wishes ,such as “ I wish to propose a toast to the friendship wishes ,such as “ I wish to propose a toast to the friendship of us”, or “Happy and safe journey”of us”, or “Happy and safe journey”

SampleSample

Good afternoon, ladies and gentlemen,Good afternoon, ladies and gentlemen, You are welcome. Allow me to introduce myself. My name is You are welcome. Allow me to introduce myself. My name is

Linda Wu. Wu is my surname, so you may call me Xiao Wu. And Linda Wu. Wu is my surname, so you may call me Xiao Wu. And this is Mr. Liu, our driver, who has had 20 years of driving this is Mr. Liu, our driver, who has had 20 years of driving experience. We come from the Guangzhou Travel Service. We are experience. We come from the Guangzhou Travel Service. We are glad to have you here. On behalf of our company and our glad to have you here. On behalf of our company and our colleagues, we’d like to extend a warm welcome to you all.colleagues, we’d like to extend a warm welcome to you all.

I’ll be your local tour guide during your four-day tour in this city I’ll be your local tour guide during your four-day tour in this city and we’ll be at your service at any time. We’ll do everything and we’ll be at your service at any time. We’ll do everything possible to make your visit a pleasant experience. If you have any possible to make your visit a pleasant experience. If you have any problems or suggestions, please don’t hesitate to let us know.problems or suggestions, please don’t hesitate to let us know.

We have reserved two suites and eight Suites for you at the We have reserved two suites and eight Suites for you at the White Swan Hotel. It offers the best services in this city. We shall White Swan Hotel. It offers the best services in this city. We shall meet at the hotel lobby at 7:30 a.m. for our first visit tomorrow. meet at the hotel lobby at 7:30 a.m. for our first visit tomorrow. Please do remember the plate number of our bus. The number is Please do remember the plate number of our bus. The number is 862569. Thank you.862569. Thank you.

We hope you’ll enjoy your stay in this city.We hope you’ll enjoy your stay in this city.

KEYKEYSSPart I Listening ActivitiesPart I Listening Activities

Listening 1Listening 1 1. considerable 2 in common 3. priority4 . 1. considerable 2 in common 3. priority4 .

obligation 5.memorable, 6.enjoyable 7. obligation 5.memorable, 6.enjoyable 7. rewarding 8.understanding 9. boost rewarding 8.understanding 9. boost

Listening 2Listening 21. 1. distribution , combinations distribution , combinations 2. ultimate consumer , wholesalers, distributors, 2. ultimate consumer , wholesalers, distributors,

and middlemen. and middlemen. 3. Intangible , physical , inventory 3. Intangible , physical , inventory

intermediary intermediary 4. Specialist counselor.4. Specialist counselor.

BACK

BACK

BACK

BACK

Part V. CONSOLIDATIONPart V. CONSOLIDATION ：： SPEASPEAKINGKING ，， READING and WritiREADING and Writi

ngng SPEAKING: Asking for Travel AdviceSPEAKING: Asking for Travel Advice READING READING WRITING: Write a Welcome /Fare well WRITING: Write a Welcome /Fare well

speechspeech

Speaking:Speaking:Role playRole play

Ask your partner for advice for Ask your partner for advice for travelling to south Africa. Ask about :travelling to south Africa. Ask about :

Personal safety common health Personal safety common health problems for travelersproblems for travelers

Driving in south Africa safety on Driving in south Africa safety on safarisafari

Writing exerciseWriting exercise

Draft a welcome speech to a group of Draft a welcome speech to a group of American tourists on behalf of the American tourists on behalf of the travel agency at a reception party in travel agency at a reception party in a hotel.a hotel.

Part VI. Case ProblemsPart VI. Case Problems

What can be done if the tour group asks to change meals What can be done if the tour group asks to change meals at short notice?at short notice?

What remedial effort can be made before the group What remedial effort can be made before the group showing strong complaints about the local food leaves showing strong complaints about the local food leaves the place?the place?

What can be done if the tourists ask to change to a better What can be done if the tourists ask to change to a better hotel?hotel?

How should the guide deal with the price difference How should the guide deal with the price difference arising from the original room arrangement after one arising from the original room arrangement after one tourist is willing to live in a single room?tourist is willing to live in a single room?

Word bank Word bank Personnel Personnel 全体人员，职员 全体人员，职员 travel agent travel agent 旅行代理人旅行代理人 Array Array 大批， 排列 大批， 排列 FIT operator FIT operator 国外旅游散客批发商国外旅游散客批发商 Interdisciplinary Interdisciplinary 跨学科的 跨学科的 inbound agent inbound agent 入境代理商 入境代理商 Simultaneous Simultaneous 同时的 同时的 ticket agent ticket agent 售票代理商售票代理商 Impair Impair 削弱 削弱 commercial agency commercial agency 商务旅行社商务旅行社 Expenditure Expenditure 花费 花费 cooperate price cooperate price 单位团体价格单位团体价格 Priority Priority 优先权 优先权 discount rate discount rate 优惠价优惠价 Civility Civility 礼貌，谦恭 礼貌，谦恭 commission rate commission rate 佣金率佣金率 Domestic itinerary Domestic itinerary 国内旅游路线 国内旅游路线 departure departure 团组团组 Select routine Select routine 精选路线 精选路线 entry requirement entry requirement 入境须知入境须知