Páginas: 5 (1033 palabras) Publicado: 5 de enero de 2013

It's my job IWhere Customer care in the world? 1 Arrivals . p.4

Find out





Language spot



Cultural differences Points of arrival to the place where in greetings you are studyi ng

Greeting and introducing Car hiredialogue

Welcome -the first Welcoming visitors Arrival information Greeting and encounter introducing Car hire at an airport Cape Town arrival information

Car hire Arriving and movingon

Makes of car

2 A place to stay . p.12 Grzegorz Rosinski Welcoming guests Survey about hotels Registration procedures Client perceptions of hotels Registering new arrivals Tell mewhere Hotel informationWhere things are New arrivals Highlighting key words

The staff structure Hotel services of hotels

3 Tourist information services . p.20
Copenhagen TIC Assessing customer Information types services in your city / region Tourist information Tourist Information Giving information Recommendations Giving directions Information types and prepositions of How do I get to . .. ? Centres movementLiverpool Recommending and promoting Linking words together

4 Holiday rep . p.28
Ameli Destivelle Have you got the right attitude? Tipping A rep for all seasons Welcometo paradise! Resort representative Tips on tipping A day in the life of ... Local 'tips' A welcoming talk Advice and obligation Holiday health Pronouncing plurals

5 Eating out . p.36
eN Tower, Toronto What do you say? Regiona Ifood / food fest iva Is Our national dish Describing dishes How to deal w ith complaints Food tourism The traveller's guide to Turkish food Taking an order I'm very sorry Th e food of my region De scribing food Relative clauseswho, which,and Food: ingredients and preparation

Ii: /, /;,:/; /0/


6 Rural tourism . p.44
Eduardo Barroso Encouraging customers to be sensitive to theenvironment Loca I people and Acountrythat offers rural tourism rural tourism Checki ng in at a campsite Forecasti ng the weather Ask someone who ha s been there Welcome! Receivi ng ca m pers WelcomeGiving information Bienvenueabout the weather Willkommen Making prediction s Resources for rural tourism Weather words High Iighti ng words to confirm or correct

Writing bank . p.S2
1 Report writing 2Information leaflet 3 Public notices 4 Email job application 5 Reporting incidents

Writing bank key p.S9

7 Attractions and events . p.60
Alcatraz Different cultures, Four attractions in different responses your country Describing a festival Trends in visitor attractions Two top Paris attractions Bringing attractions to life Th ree fest iva Is The Passive Types ofvisitor attractions Architecturalfeatures People and faci Iities at attractions

leII, I:m/, 1I'd1

8 On tour . p.68
LucyTovchikh Personal appearance Job opportunities / training / qualifications for tour gUides From tour guide to Three tours tour manager Practicalities on tour Problems on tour Checking the schedule Coach tour role-play Whatwouldyou say? Preparing notes for Explaining commentaries arrangements Language ofcalming and dealing with a crisis Standards of performance Highlighting words to show feeling

9 Hotel entertainment . p.76
MGM Grand Las Vegas Customers of all ages Activities for different age groups Making a water ball What's on today Getti ng the job Working with kids Preparing a daily programme Getting kids to make things Email application Indefinite pronouns Something for everyone Helpingkids to make things The perfect worker Consonant groups with /s/

10 Specialized tourism . p.84
Photoventures Cross-cultural Specialized tourism Special request misunderstandings in your region Disabilityaccess What is niche tourism? Four specialized tours Preparing and running a specialized tour Report on Respondingto specialized tourism special requests Identifying and checking special...
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