Tourism EnglishUNIT 10

Part I Lecture Time Assigned

PART

MODULESCONTENTS

STUDIEDPERIOD

S

I Text A Departure

Service 1

II Text B The Future of Touris

m0-5

III Listening Order a Meal 0.5

IV Practical Writing Tour Report 0.5

V 　　

Consolidation

Speaking

1 Reading Writing

VI. Case Problems 0.5

Total Six PartsListening

speakingReadingWriting

4

Learning Objectives

Get to know the procedure of departure service

Understand the importance of 　 departure Learn to write a Tour Report Be able to launch a farewell speech Understand the future of tourism

Departure　Service　

Learning Objectives:

1.Get to know the departure service

2.Learn to check out

3.Understand how to make a welcome speech

Part I. Text A

Departure Service The time has come for the tour guide to close　the　tour. Closing the tour is as　important　as　starting　one. It is true that guests have only one　opportunity　to　form　a　favorable　first　impression on a tour guide.

They have many more to shape a positive final one. Departure services offer you the right time to remedy　the　inadequacies　of　your　service.

Even an ordinary one can end　on　a　high　note if you do the right job.

Departure Service a confusing　process for a novice make every reasonable effort to ensure　everything　goes　ahead　perfectly

divided into two　sections:　　pre-departure　and　departure　services

Before guests leave, there are a　large　number　of　matters you must attend to.

You should put　sufficient　time　and　thought　into　your　departure　plan.

Procedures for Pre-departure Service Tickets:　 Verify flight/train/ship tickets one　day　ahead　of　the　departure. Flight tickets must be reconfirmed 72　hours　in　advance. Consideration must be given to the information pertinent like the exact

spelling of passengers’ names,　the　destination,　flight　number　　and　precise　departure　time.

If any variation of the flight or departure time (train, ship) occurs, don’t forget to relay　it　to　related　personnel who is supposed to arrange the greeting of passengers on next　destination.

.

Procedures for Pre-departure Service--Be time-sensitive

Be　time-sensitive. Allow extra　time and take some earl

ier measures to avoid　delays that could ruin your plans. Inform passengers the precise assembling and boarding time.

Check out before 12:00 if there isn’t any things uncertain.

Procedures for Pre-departure Service-- Luggage　:　check,　size,　pieces,　intact,　reconfirm

Talk over with group leader to determine when and how to deliver luggage. Assist with the checked luggage. Remind guests that all personal belongings must be double checked when get packed. Make sure all of their belongings must be out of the room at the time of your check-out

according to the check-out instructions. Otherwise, check-out will be postponed. Explain to guest how to check their luggage. Understand and make known how many

pieces of luggage may be checked, plus the maximum dimensions and allowable weight for each bag.

After check-out is complete, in the redcap’s presence, you and the tour leader should verify the amount of the luggage and if the luggage is intact, locked up and trussed up.

Reconfirm the exact number of luggage before the embarkation.

Procedures for Pre-departure Service---cost, damages, shortage, manner

Assist with check-out when guests sign the check-out sheet. Remind them to bill the cost such as long distance telephone calls, beverage, laundry, etc.

At the time of check-out, guests will be responsible for shortages and damages to the room facilities due to their fault. Assist with the compensation charge immediately in an appropriate and tactful manner

Procedures for Pre-departure Service--Return &Remind

Return any credentials or certificates such as passports right after you use them. In all cases, it is not the tour guide’s responsibility to take care of them.

Remind guests to fill out the form of comment and collect it. Remind guests for the last time to check if there is any item left b

ehind. Remind them to get ready their passports, declaration forms or b

oarding passes, airline tickets, exit cards and so on. Remind guest to return keys to the reception desk of a hotel.

Procedures for Departure Service--- Deliver a Farewell Speech

Launching　an　impressive　parting　speech　is　very　important.　　 Express　heartfelt　gratitude　to　guests Take the advantage to say something about how fortunate you have been and how grateful you are to be given

the opportunity to serve the guests emphasize what you learned during the trip, and express appreciation for the cooperation and support of the

group Make　an　apology　　 Take the opportunity to apologize cordially for the fault in your job to gain their forgiveness. Solicit　guest　suggestion very helpful for quality improvement of your services. Greetings. Extend your greeting to their family. Wishes. Wish guests a pleasant journey and all the best. Success. perfect first impression in the debut-greeting service play the final perfectly : The last impression of a favorable farewell goes a long way So far so good, the tour you are conducting has been a smashing success.

Procedures for Departure Service---At the airport (time, receipt, wish, driver)

Arrive at the airport terminal two hours prior to your flight departure time. Approach the airport tax payment counter, remind guests to keep the receipt coupon Tourists are required to show these receipt coupons to guards at passengers ’e

ntrance as well as to airline check-in staff

Reach out your helping hand to those passengers in need. Bid farewell to everyone and wish them bon voyage. Upon completion of check-in, you can return after guests enter the departure

gate.

Verify the accounts with the driver.

Importance of Soliciting Advice--test, potential clients, pride, respect

It is a crucial moment to test　the　outcome　of　your　hard　work.

Excellent performance will entice　potential　clients　and　prospective　guests to use your company and your service once more.

Imagine the sense　of　pride you will have when you receive recognition for your good service.

Some guests feel that they have received exceptional　service from the bus driver or the guide.

Conclusion

Good seeing-off service will lead to a good word of mouth and a return business.

Your abilities to lead a fulfilling tour has been proved, which can be served as an invaluable asset for your future career. It seems that you are heading down the road of real success.

Questions for Discussion

What sections can the departure services be divided? How to deliver a impressive farewell speech? Does seeing-off service require much mind-set? How long does a tour guide have to verify

flight/train/ship tickets? Does a entry-level tour guide need more recognition

than a veteran one? Why is it important to solicit advice from the guests? Why is a farewell speech as a welcome speech?

The Future of Tourism

Learning Objectives:

1.Get to know the development of tourism

2.Learn the change in the future of tourism

3.Understand tourism products connected with many factors

Part II. Text B

Tourism Review The　third　millennium Review　the　evolution　and　historical　development A product of many factors Develop rapidly over the past century A large and dynamic sector of the economy Two opinions: grow ,decrease Be expected to grow— leisure lifestyle Negative aspects: blamed for the destruction of cultures,

degradation of the environment, and homogenization of lifestyles Destruction

Constraints and limits in the future

Rewarding, Sustainable development

Alter　demands　and　operates: Policymaker Tourism industry Tourists Changes in tradition: A people industry In reality technology: mass skill not-so-skilled personnel: replace/demand Corrections to the bad judgments and excesses of the past Opportunities for innovation and new products and experience

Conclusion

social and economic trends in developed countries seem to favor long-term growth in both domestic and international travel demand. More long-term leisure increased disposable income, higher levels of education, and more awareness of other countries and peoples are significant factors influencing a growing market for travel. Technological trends are also favorable. Tourism is believed to have a positive effect on the peace and prosperity of the world.

Text A Recording

Launching an ---- parting speech is very important. You should take the ----- to say something about how ---- you have been and how ---- you are to be given the opportunity to serve the guests, emphasize what you learned during the trip, and express ---- for the ---- and support of the group. On the other hand, take good use of the last ---- to ----with complete ---- for any mistake you made due to experience ------.

Fill in the blanks KEYS

1 To sum up, social and economic ___ in developed countries seem to favor long-term growth in both ____ and international travel demand. More long-term ___ increased disposable income, higher levels of education, and more ___ of other countries and peoples are significant factors influencing a growing market for travel. Technological trends are also ___. Transportation equipment is now more ___ and more comfortable; hotel and motel ____ have become more complete, attractive, convenient, and comfortable, and new development have given much more attention to ____ considerations. Tourism is believed to have a positive effect on the peace and ____ of the world. As people travel from place to place with a sincere ___to learn more about their global neighbors, knowledge and _____grow. Then at least a start has been make in improving world ____, which seems so important in building bridges of mutual ____, respect, and friendship.

.

Listen and fill in the blanks

KEYS

The Text and Its Recording Text B

Part III. Listening

　　　　　　Bid　a　Farewell　　Bid　a　Farewell　　

1.Study　the　Words　And　Proper　Names.　2.　Be　able　to　　Deliver　a　Farewell　Speech3.Listen　To　Dialogue　　And　Answer　The　Questions　　　　Listed　After　The　Dialogue4.Make　Pair　Task　　　

The Dialogue and Its Recording

NextSlide

Bid a Farewell

Listen to the dialogue and then answer these questions. When will the plane take off? Why does the tourist enjoy the trip in China? How did the tourist see with his own eyes? Is this a good tour guide? Why? How did the guide deliver a farewell speech?

Listening comprehensionKEYS

Part IV. Writing

Tour ReportTour Report

1.Get　to　　　know　the　　format　of　　tour　report2.Sample　3. 　Write　a　tour　report.

How to write a tour report

In the travel business, tour report is a necessary part for the travel agency staff. It is an important method to judge the quality and service of the worker, but also can promote the business interaction between countries and tour companies. Tour report includes the following parts such as hotel, guide, health, weather, day-to-day itinerary and summary.

Sample Tour:______________ Departure Date: __________ Escort: _____________ NO. of Passengers:_________ Modes of Transportation: Motorcoach ___ Ship ___ Plane__ Train___ Other(Specify)___ Specific Comments on transport equipment and personnel:___________________________ Hotel Used: Rating ( A,B,C, D,F) _______________, Front desk___________Rooms_________ Services_______ _______________, Front desk___________Rooms_________ Services_______ _______________, Front desk___________Rooms_________ Services_______ _______________, Front desk___________Rooms_________ Services_______ Special Comments: Miscellaneous comments( including attractions, complaints, compliments, problems): _______________________________________________________________________

KEYSPart I Listening ActivitiesListening 1

1. impressive 2. advantage 3. fortunate 4. opportunity 5. appreciation 6. cooperation 7. chance 8. apologize 9. sincerity 10. deficiency.

Listening 2 1. trends 2. domestic 3. leisure 4. awareness 5. favorable.

6. efficient 7. accommodations 8. environmental 9. prosperity 10. desire 11. understanding grow 12. communication 13. appreciation

BACK

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Part V. CONSOLIDATION ： SPEAKING ， READING and Writi

ng SPEAKING: Deliver a farewell speech READING WRITING: Write a tour report

Part VI. Case Problems What should be done if the travel plan of the tour leader

differ largely after the tour party arrives? What will the tour guide do if there is disagreement

between the tour leader and the tour member? What should be done if a tourist attributes all the

difficulties and troubles to the guide in the course of the tour?

What should the tour guide do if the tourist asks to postpone his departure time to continue his tour in China?

Word bank Exhausted　　精疲力尽的 pertinent　相关的 Assemble　集合 compensation　赔偿 Credential　凭证 dimension　尺寸 Cordially　真诚地 solicit　恳求 Coupon　优惠券 debut　初次登场 Gratuity　　赠物 crucial　　　至关紧要的 Barbershop　理发室 beauty　shop　美容室 Shampoo　洗头 treatment护理 Epilating　脱毛 have　one’s　hair　dyed　染发 Massage　service按摩服务 frizzy　hair　卷发 Conditioner护发素 cleaning　tissue　洁面纸 Amusement　center娱乐中心 casino　赌场 Nightclub夜总会 health　perfect　facilities康乐设施 Gymnasium　　健身房 bridge桥牌 Shadow　boxing　太极 billiards/snooker　台球 Spa　　　矿泉浴 Chinese　martial　art　武术 Fragrant　香味的 light　/weak淡味的 Heavy　难消化的 rare　煮得嫩的 All　in　live　生猛的 simmer　煨 steam　蒸 stew炖 Bake　in　a　pan　烙 scald　　烫 instant　boil　涮 decoct　熬 Pickling　腌制 curling　腊制 preservative　　防腐剂 Flavor风味 spiced　pork　酱肉 bean　curd　sheet　rolls腐竹 Pickled　vegetables泡菜 salted　vegetables　咸菜 Qing&Han　royal　dynasty　feast　满汉全席 Cold　dish　冷盘 steamed　dumpling　蒸饺 Glutinous　rice　cake　　年糕 glutinous　rice　flour　dumplings元宵 Pyramid-shaped　glutinous　rice　dumpling粽子 Fried　pork　chop　　炸猪排 omelet煎鸡蛋 Thin　soup　清汤 lettuce　salad　生菜色拉 Oatmeal　/porridge麦片粥 breakfast　cereals　早点用谷物片 Fruit　punch水果混合饮料 Pepsi-Cola　　　百事可乐 White　coffee牛奶咖啡 black　coffee　无奶咖啡 Instant　coffee速溶咖啡 pastry　糕点 sundae　圣代 Pineapple　jelly　菠萝冻 vanilla　pudding　　香草布丁

Have a nice class!Have a nice class!

Thank You !Thank You !