Professional English for Tourism (MF1057_2)
Tourism Services Presentation
Tourism products and services encompass four primary sectors: transport, accommodation, catering, and entertainment.
Providers of Tourism Services
Tour operators: These entities organize package holidays. They are responsible for arranging flights, transfers, and hotel bookings. They sell these packages directly to consumers or through travel agencies.
Niche tour operators: These providers offer specialized holidays, focusing on unique destinations or specific activities like skiing or literary tours.
Travel agencies: These act as intermediaries between tourists and service providers. They sell package holidays and tickets, advise customers, and handle bookings.
Carriers: These provide transportation services. Examples include airlines, cruise ships, coaches, and railways. Tickets for carriers can be purchased online or via a travel provider.
Accommodation providers: These offer lodging, including hotels, resorts, Bed and Breakfasts (B&Bs), guesthouses, and motels. They often provide additional facilities such as pools, restaurants, gyms, and activities like spa services or massages.
Food service suppliers: These provide meals and catering. They include cafés, restaurants, pubs, snack bars, and fast-food outlets. They often collaborate with accommodation providers and depend heavily on tourism.
Ancillary Services: These complete the holiday experience by providing extras in addition to the main package. Examples include:
Travel insurance.
Park or event tickets.
Excursions and sightseeing tours.
Car hire and car insurance.
Chauffeur services.
Airport parking.
Foreign currency exchange.
Guidebooks and tour guides.
Core Features of Tourism Products
Intangible nature: Tourism products cannot be tested before purchase; customers buy based on trust and are purchasing an experience (relaxation, happiness, excitement, knowledge).
Simultaneous production and consumption: Services are consumed at the moment they are produced. For example, a traveler consumes flight services while flying, or a guest uses room service while occupying a hotel room.
Complementarity: Different services (transport, food, lodging) must work together to create the overall travel experience.
Differentiation: Quality standards vary significantly, making it difficult to maintain a uniform service level across different locations.
Perishability: Unsold services are lost forever and cannot be stored. An empty hotel room or plane seat results in lost revenue, which is why last-minute discounts are often employed.
Immobility of ownership: Customers pay for the use of a service but do not own the asset. For example, a hotel room belongs to the guest only for the duration of the stay.
Seasonality and demand fluctuations: Demand varies between high and low seasons. High season brings more tourists and higher occupancy, while low season may lead to business closures. Companies strive to increase demand during off-peak times.
Grammar Review: Expressing Quantity
Much, Many, and Quantifiers
Many: Used with plural countable nouns. Common forms: How many?, too many, and so many.
Much: Used with singular uncountable nouns. Common forms: How much?, too much, and so much.
Too many/Too much: Implies a quantity more than necessary (negative connotation).
So many/So much: Emphasizes a large quantity.
Lots/A Lot of, Plenty, and Formal Quantifiers
Lots of / A lot of / Plenty of: Can be used with both countable and uncountable nouns, typically in affirmative sentences. These are generally informal.
Example: "A lot of people travel in August."
A great deal of: Used instead of much, typically with uncountable nouns.
Example: "There was a great deal of pressure after the terrorist attacks."
A large number of / A large amount of: Used in formal situations (written English, business documents).
"A large number of" is plural countable.
"A large amount of" is uncountable.
Few/A Few and Little/A Little
A few: Used with countable plural nouns. Means "some" or "a small number" (positive meaning: enough).
Few: Used with countable plural nouns. Means "not many" (negative meaning: not enough).
A little: Used with uncountable singular nouns. Means "some" or "a small amount" (positive meaning: enough).
Little: Used with uncountable singular nouns. Means "not much" (negative meaning: not enough).
Enough, Too, and So with Adjectives/Adverbs
Enough: Means "sufficient." Positioned before nouns but after adjectives and adverbs.
Example: "We have enough tickets" vs. "The hotel is big enough."
Too: Means "more than necessary/acceptable" (negative meaning). Positioned before adjectives or adverbs.
Example: "The hotel is too expensive."
So: Means "very" and expresses strong feelings or emphasis. Positioned before adjectives or adverbs.
Example: "The beach was so beautiful."
Oral Communication and Social Etiquette
Formal and Informal Greetings
Good morning: Formal greeting used until approximately .
Good afternoon: Used from to approximately .
Good evening: Used from onwards; more formal than "hello."
Good night: A farewell used when leaving or going to bed, never a greeting.
How are you?: Can be formal or informal, common in service settings.
How do you do?: Very formal greeting for first-time meetings; the response is the same phrase: "How do you do?".
Introductions and Farewells
The "Introduce" False Cognate: The verb "introduce" can mean to insert an object, present a topic, or present a person to another (Spanish: presentar).
Introducing Yourself:
Formal: "I'd like to introduce myself. My name is…" / "I'd like to introduce myself. I am…"
Informal: "Hi! I'm…"
Introducing Others:
Formal: "I’d like to introduce you to…" / "May I introduce you to…?"
Informal: "This is…" (singular) / "These are…" (plural).
Farewells: "Goodbye," "Have a nice day!," "It’s getting late. I really have to go," "See you later!"
Service Etiquette
Offering Help:
Formal: "May I help you?" / "Can I be of any assistance?" / "How can I make myself useful?"
Informal: "Can I give you a hand?" / "Do you need any help?"
Apologies:
Formal: "Please accept my apologies."
Informal: "I’m so sorry!" / "Sorry for being late."
Gaining Attention vs. Apologizing:
I'm sorry: Used for mistakes.
Excuse me: Used to get attention or ask for permission.
Pardon / I beg your pardon: Used when you did not hear or understand something.
Formal Expressions for Professional Tourism:
In business, "Yours faithfully" and "Dear Sirs" are used. "Cheers" or "What's up?" are considered too informal for professional customer interaction.
Information Technologies and Formal Communication
Quality and Pronunciation: In professional settings like airport announcements, language must be appropriate. Use "Good morning ladies and gentlemen" instead of "Hi guys."
Slang and Jargon: Slang is prohibited with customers. Technical jargon is allowed only with other professionals (e.g., "We need to update the booking system API").
Voice Control: Public announcements must be clear and appropriately paced to avoid confusion.
Politeness Preference: "Could" and "May" are preferred over the more informal "Can."
Technology Roles:
Travelers use the internet for research, reading reviews, and mobile GPS navigation.
Geo-localization (GPS) helps with real-time hotel and flight searches.
Professional Terminology: Airport and Flight
Airport Vocabulary List:
Aboard / Onboard: A bordo.
Air hostess / stewardess: Azafata de vuelo.
Aircraft / Airplane: Avión.
Aisle / Aisle seat: Pasillo / Asiento de pasillo.
Arrivals: Llegadas.
Baggage / Luggage: Equipaje (uncountable).
Boarding: Embarcar.
Boarding pass: Tarjeta de embarque.
Cabin crew: Tripulación de cabina.
Carousel: Cinta transportadora de equipaje.
Carry-on bag: Equipaje de mano.
Cockpit: Cabina de mando.
Connecting flight: Vuelo de conexión.
Cruising altitude: Altura de crucero.
Customs / Customs officer: Aduana / Inspector de aduana.
Delay: Retraso.
Departures / Departure lounge: Salidas / Sala de espera.
Duty-free shop: Tienda libre de impuestos.
E-ticket: Billete electrónico.
Excess baggage fee: Penalización por exceso de equipaje.
Fasten / Unfasten: Abrochar / Desabrochar cinturón.
Gate: Puerta.
Landing: Aterrizaje.
Overbooking: Venta de asientos superior a la capacidad.
Overhead locker: Compartimento superior.
Runway: Pista.
Take off: Despegar.
Widow seat: Asiento de ventanilla.
Time Concepts:
In time: Early enough to do something else (e.g., "Arrived in time for duty-free shopping").
On time: Exactly at the scheduled time (e.g., "The flight took off on time").
Professional Terminology: Railway and Ground Transport
Train Station Vocabulary:
Buffet car / Restaurant car: Vagón restaurante.
Carriage / Train car: Vagón.
Fare: Tarifa.
Level crossing: Paso a nivel.
Luggage rack: Portaequipajes.
Off-peak time: Outside of the busiest hours.
Platform: Andén.
Single / Return ticket: Billete sencillo / de ida y vuelta.
Sleeper car: Coche cama.
Suburban / Local train: Tren cercanías.
Travelcard: Multimodal transport pass.
Bus Station Vocabulary:
Coach: Autocar.
Courtesy seating: Asientos reservados/para discapacitados.
Penalty fare: Multa por billete inválido.
Terminus: End of the bus line.
Professional Terminology: Maritime and Car Rental
Maritime Transport:
Ferry: Regular service for passengers and vehicles across water.
Commuter ferry: Short distances, back and forth regularly.
Cruise: Large ship journey for pleasure with multiple ports of call.
Key Terms: Cabin (camarote), Gangway (pasarela), Harbour (puerto), Life jacket (chaleco salvavidas), Seasick (mareo).
Car Rental Recommendations:
Hire smaller/local companies for lower prices; international agencies for convenience.
Check that prices are "all-inclusive" of insurance and taxes.
Fuel Policy: Most rent with full/half tanks and expect returns in the same condition.
Check Damage: Perform a visual inspection for scratches/dents on collection.
Child safety: Children under must use booster seats.
Car Vocabulary:
ACRISS Code: Classification system for size, type, transmission, and equipment.
Blinker: Intermitente.
Boot (Br) / Trunk (Am): Maletero.
Bonnet (Br) / Hood (Am): Capó.
Collision Damage Waiver (CDW): Exención de responsabilidad en caso de accidente.
Steering wheel: Volante.
Restaurant Service and Ordering
Service Phrases:
"Have you booked a table?"
"How many are you?" (Refers to the size of the "party").
"Can I take your coat(s)?"
Specific Culinary Terms:
À la carte: Ordering individual dishes.
À la mode: Served with ice cream.
Dressing / Seasoning: Aliño.
Cutlery / Silverware: Cubertería.
Rare / Medium rare / Well done: Levels of steak cooking.
Doggie bag: Bag for leftovers.
On the side: Served separately.
Complimentary: Provided for free by the house.
The Bill / Check:
British: "Could I have the bill, please?"
American: "Could I have the check, please?"
"Is service included?"
Types of Holidays and Package Tours
Short breaks: Getaways or escapes (usually weekends).
Self-catering holiday: Accommodation includes cooking facilities.
Special interest holiday: Focuses on specific hobbies like bird-watching.
Package Holiday (Inclusive Tour): A pre-arranged trip sold at a fixed price including transport, accommodation, meals, and entertainment.
Tour Operator's Role: Buys services in bulk to provide cheaper group rates.
Example: Sarah books a Mallorca tour for (Return flights, nights hotel, Half board, Transfers).
Types of Package Tours:
Independent tour: Customized to traveler specifications; not advertised in brochures.
Escorted/Conducted tour: Includes a tour escort for the entire duration; good for solo travelers.
City tour: Short duration (one day or less) following a fixed itinerary of landmarks.
Weather and Itineraries
The Travel Itinerary
An itinerary is a complete travel schedule or an itemized route.
Example Itinerary (Zambezi River Adventure):
Day 1: Sunset Cruise ( departures).
Day 2: Upper Zambezi Canoeing (Full day, picnic included).
Day 3: Guided Victoria Falls Tour ("Smoke that Thunders").
Day 4: Mukuni Village Tour ( start; Leya people customs).
Day 5: Transfer to Livingstone airport for onward flight.
Weather Conditions
Terminology:
Blizzard: Tormenta de nieve.
Boiling hot: Extreme heat.
Chilly: Moderate cold.
Drizzle: Light rain (llovizna).
Rain cats and dogs: Very heavy rain.
Grammar of Weather:
It is + Adjective: "It is sunny."
It is a + Adjective + Day: "It’s a fine day."
It is + Verb-ing: "It’s snowing" (current action).
Tourist Attractions and Directions
Category of Attractions
Site attractions: Permanent cultural sights (cathedrals, ruins, palaces).
Event attractions: Temporary happenings (festivals, conferences, exhibitions).
Natural attractions: Landscapes (mountains, beaches, lakes).
Man-made attractions: Purpose-built (theme parks, zoos, the Great Wall of China).
Giving Directions
Useful Phrases:
"Go straight on until you come to…"
"Take the second turning on the left."
"It's opposite the bank."
"It's just around the corner."
Professional Tips:
Simplify the route; avoid complex shortcuts.
Specify distance in streets, traffic lights, or kilometers ().
Specify which side of the street the destination is on.
Public Tourism and Organizational Structure
National, Regional, and Local Tourist Boards: Focus on research, marketing, and advising governments.
Tourist Information Centres (TICs):
Promote local products and services.
Manage destinations to maximize positive impacts and minimize negative ones.
Provide brochures, maps, and event details.
Quality Management: Use grading systems (-star hotels), visitor surveys, and training schemes.
Publicity Concepts:
FAM trips: Familiarization trips for agents to sample products for free.
Overseas offices: International marketing branches.
Customer Rights and Legal Regulations
Pre-Contract and Pre-Journey Info
Before the contract: Customers must be notified of passport/visa requirements and financial protection schemes.
Before the journey: Information on travel stops, connections, seating/cabin arrangements, and contact details for travelers under .
The Holiday Contract
Express Terms: Destination, duration, transport category, itinerary, and price.
Major Terms: Core aspects of the contract.
Warranties: Less important terms.
Implied Terms: Terms added automatically by consumer law (e.g., services must be performed with reasonable care and skill).
Cancellations and Alterations
If a tour operator makes significant changes, the customer is entitled to:
A replacement holiday of equivalent/superior quality.
A lower grade holiday with a price refund.
A full refund.
Price Stability: No price changes are permitted within days of departure. Prior to this, increases are only justified by fuel costs, taxes, or exchange rates.
Professional Writing: Enquiries and Complaints
Enquiry vs. Inquiry:
Enquire (UK): Generally asking for information.
Inquire (US): Asking or investigating formally.
Answering Guidelines: Thank → Answer → Terms & Conditions → Enclosures → Closing → Check.
Letter of Complaint Checklist: Legible, Accurate, Formal, and Clear.
Apology Phrases:
"We sincerely apologise for the error…"
"As a gesture of our regret, we are prepared to…"
"We assure you this will not happen again."
Hospitality and Room Classification
Accommodation Sizes:
B&B: Private home; owner lives on site.
Guesthouse: Exclusively for guests; more meals offered than B&B.
Small Hotel: bedrooms, mostly en-suite.
Market Segments:
Boutique hotels: Small, -star, exclusive service.
Lodges: Nature-based, built with natural materials.
Room Types:
Twin: Two separate beds.
Double: One king or queen bed.
Junior Suite: Large room with seating area.
Suite: Bedroom and separate living room.
Connecting vs. Adjoining: Connecting rooms have an internal door between them; adjoining rooms share a wall but have no internal door.
Environmental Legislation and Sustainability
Major Environmental Impacts:
Depletion of resources: Addressed by "Sustainable Development" (Rio Earth Summit , Rio+ in ).
Water scarcity: Regulated by sewage treatment and runoff control laws.
Waste disposal: Laws regulate identification, transport, and recycling of tourist waste.
Pollution: CO emissions and noise from jets/cars regulated by air quality laws.
Sustainable Development Definition: Meeting the needs of the present without compromising the needs of future generations.
Negotiations and Crisis Management
Negotiation Stages: Preparation → Ground Rules → Clarification of Goals → Win-Win Outcome → Agreement.
Negotiation Vocab:
Deadlock: Neither party gives in.
Bottom line: Lowest acceptable offer.
Concession: Something granted to the other side.
Complaint Management Golden Rules:
Fix the process immediately.
Always respond rapidly.
Listen to staff feedback.
Lead by example.
Travel Health and Safety:
EHIC: European Health Insurance Card for EEA residents.
112: Universal emergency service number.
Reciprocal Health Agreements: Some countries offer reduced-cost medical care based on treaties.