OXFORD ENGLISH FOR CAREERS Student's Book Robin Walker and Keith Harding • • I Contents CAREER SKILLS AMD KNOWLEDGE LANCUAGI tltllls lANCUAGt RNOWLIDGf It’s my job/Where Customer care Find out Listening Reading Speaking Writing Language spot Vocabulary Pronunciation in the world? 1 Arrivals P-4 Singapore c u 11 u ra 1 d iffe rente 5 Points of arrival to Greeting and Welcome-the first Welcoming visitors Arrival information Greeting and Car hire Makes of car in greetings the place where introducing encounter Carhire atan introducing Arriving and you are studying Car hire dialogue Cape Town arrival airport moving on Information 2 A place to stay pu Grzegorz Rosinski Welcoming guests Survey about Registration Client perceptions Registering new Hotel information Where things are New arrivals Highlighting key hotels procedures of hotels arrivals words The staff structure Hotel services Tell me where of hotels 1 Tourist information services • p.20 Copenhagen TIC Assessing customer Information Tourist information Tourist Information Giving information Recommendations Giving directions Information types Linking words types services in your How do 1 get to. ? Centres and prepositions of together city / region Liverpool movement Recommending and promoting 4 Hnid.28 Ameli Destivelle Have you got the Tipping A rep for all Resort A day in the life of. Local'tips’ Advice and Holiday health Pronouncing right attitude’ seasons representat ve A welcoming talk obligation plurals Welcome to Tips on tipping paradise! f.t p36 CN Tower,Toronto what do you say? Regional food / Our national dish Food tourism Taking an order The food of my Describing food Food: ingredients 'nỉ food festivals Describing dishes The traveller's I'm very sorry region Relative clauses - and preparation How to deal with guide toTurkish who, which, and complaints food that 6 Rural tourism • p.44 Eduardo Barroso Encouraging Acountrythat Local people and Ask someone who Receiving campers Welcome-- Making predictions Resources for rural Highlighting customers to be offers rural tourism rural tourism has been there tourism words to confirm Giving information Bienvenue- or correct sensitive to the Checking in at a Welcome! about the weather Willkommen Weather words environment campsite Forecasting the weather Writing bank c p.52 1 Report writing 3 Public notices 5 Reporting incidents 1 information leaflet 4 Email job application Writing bank key p.rctiorr, and CVT-Ils O.60 Alcatraz Different cultures, Four attractions in Describing a Trends in visitor Bringing Three festivals The Passive Types of visitor /ci/, /oỉ>/, /|0/ different responses your country festival attractions attractions to life attractions Two top Paris Architectural attractions features People and facilities at attractions ã On : i]L|r p.68 LucyTovchikh Personal Job opportunities! From tour guide to Three tours Checking the Preparing notes for Explaining Standardsof Highlighting appearance training/ tour manager schedule commentaries arrangements performance words to show qualifications for Practicalities on Coach tour role-play Language of feeling tourguides tour calming and What would you Problems on tour say? dealing with a crisis 9 Hotel entertainment • p.76 MGM Grand Las Customers of all Activities for Making a water ball What’s on today Preparing a daily Email application Indefinite pronouns Something for Consonant groups Vegas ages different age Getting the job Working with kids programme Helping kids to everyone with 'si groups Getting kids to make things The perfect worker make things ỉứ S{>e<jalued tourỉsniì* p.84 Photoventures Cross-cultural Specialized tourism Special request What is niche Fourspecialized Report on Responding to Describing Stress in misunderstandings in your region tourism? tours specialized tourism special requests disability compound nouns Disability access Preparing and Identifying and running a checking special specialized tour needs 11 □i ■; r-.s travel P-92 Metropolitan Cultural awareness Business travel in The needs ofthe Culture guide Comparing A conference Describing Business travel The consonants Hotel Nikko New your country business traveller Business travel and conference centres enquiry dimensions, terms /p/, /t/,and/k/ Delhi the tourism capacity, and Conference industry facilities equipment and facilities 12 CtlecH i r.100 Abdol Sadeghi Quality standards Receptionist duties Life in the front Check-out Solving problems Reporting to the Responding to Front office duties Understanding office procedures Checking guests manager problems rapid speech Common problems Unsolicited out feedback Can 1 have my bill? Pairwork «■ p.137 4 Umtl 1 Arrivals Take off Look at the photos. 1 Where are they? EXAMPLE at a hotel 2 What type of tourist or visitor is being welcomed in each case? Reading Welcome - the first encounter Match the words with their dictionary definitions.
1 encounter 3 hospitality 2 experience 4 welcome a friendly and generous behaviour towards guests b a meeting, especially one that is sudden and unexpected c a greeting that is given to somebody when they arrive, especially a friendly one d something that has happened to you, often unusual or exciting Read the text. Which subtitle do you think is the best? Tourism: the encounters industry Tourism; the experience industry Tourism: the hospitality industry Tourism: the welcome industry I Which of the six points (a-f) would include this advice? An introduction to 1 Offer to carry a bag, to get a drink, to open the door, working in tourism anything to show you're there to help. Tourism is about encounters - encounters with 2 Do your research - know who you’re meeting, know people, with places, and with experiences. And the where you’re going.
most important encounter is the first one: arrival and 3 Have confidence in your abilities and personality. Get that one right and the rest is much 4 There are many ways of greeting in different easier. countries, but the smile is universal. Arrival encounters can take place anywhere: at 5 Dress appropriately - be smart, clean, and tidy.
the airport, at the hotel, at the campsite, in the 6 Find out about the person you're with, and ask them restaurant, on the tour bus. or at the attraction. Wherever it takes place, the rules are the same: 4 Can you think of more advice to add to the list above? a Be prepared d Be interest^ b Look the part e Be helpful c Smile f Be yourself. Arrivals 5 In this unit • welcoming • greeting and introducing • car hire • describing arrival services Where in the world? What do you know about Singapore? 1 Is it an island or on the mainland? 2 Where is it located? 3 Why do tourists visit Singapore and where do they come from? Read on and find out.
A warm welcome to the world's most colourful city - Singapore An exciting tropical destination with modern Causewa MALAYSIA western comforts and an Asian soul. Johor Ba Fact file Location: the Republic of Singapore consists • Singaporfi Zoo of the island of Singapore and around sixty smaller islands off the southern tip of Malaysia, 135 kilometres north of the equator. Changi Airport; Capital: Singapore City is the country's capital and occupies the main island. Botanical Size: 650 square kilometres Gardens Population: approximately 4.2 million Thailand Malaysia Tourism • Sentosa ,.
* /' ’/■ Visitors outnumber the local population Indonesia — • by 1. Strait of Singapore SINGAPORE Visitors come from many countries. The top three are Indonesia (17%), Japan (13%), and Australia (6%). They usually stay for short visits, often stopovers en route to other Asian countries or Australia or New Zealand, or for sightseeing and shopping.
Transport hub Changi Airport consists of three terminals and is one of the most important air hubs in the region. The International Airport serves 167 cities In 53 countries and is capable of handling 64 million passengers a year. Transport from the airport Number 36 bus to Orchard Road Maxicab shuttle bus (06. The Port of Singapore is the world's busiest port for cargo, and is also a stopping place for cruise ships.
6 Unit 1 namaste is the way of greeting in India and some other Asian countries.The word is said with the palms of the hands held together,with fingers pointing up and touching the chin, and with a slight bow. Customer care Listening Cultural differences in greetings Greeting and introducing Q Listen to eight greetings and introductions. For each one, answer the questions. 1 Where does the conversation take place? 2 Have the speakers met before? 3 Is the conversation formal or informal? 4 Is another person or are other people introduced? 2 o Listen again and complete the sentences.
1 Hello, Peter - it’s again. Welcome to Atlanta. How was your flight? 2 Hello, and joining us tonight. Even before you say a word, there a re many ways of Praphat and my colleague greeting people.
How you do it will depend on many things, for example your nationality and culture, how Amphai. We’ll on tonight’s excursion. well you know the person you are greet!ng, your 3 Good, Mr Ellman. Is everything to relative ages, and your gender.
You need to think about whoyou are meeting and greeting before you do it. ?___________get you some more wine? 1 Do you know what each of these ways of greeting is? 4 introduce myself? My name is Chie Mashida and I’m the manager to the people who are going to be looking after you during the conference Masako. 5 A Hi, it's lohann,__________ .? Glad you could make it? 13 Good, yeah. You? A Have you Lucy? she organized this reception.
6 Ladies and gentlemen,Paradise Cruises, you all on board. We to offer you a complimentary glass of champagne. 2 Would you use these greetings? In which situation? 7 You Ms Holweger. Welcome to 3 Which of the greetings in 1 do you associate with the following regions? Copenhagen.take your bag for you.
Northern Europe the Middle East 8 Welcome, Dr Allegretti. Nice Southern Europe Africa We’ve put you in your usual room. Eastern Europe Asia North America Australasia Central and South America Arrivals 7 Bienvenue Willkommen Benvenuto npMBCTCTBOBaTb Udvozoljuk • Language spot Speaking Greeting and introducing Welcoming visitors Ĩ Look at the expressions from Listening and add more 1 You’re meeting a visitor to your country at the airport. Apart from 'welcome', what topics might you talk about ? Choose from the list or think of your own.
Greeting Welcoming comfortable flight? Hello, Peter - it's great Welcome to Atlanta, visited this country before? toseeyou again. hungry or thirsty? the weather where they came from a brief history of your city what's going to happen in the next hour or so Introducingyourself Introducing someone else people and places in the visitor’s country that you My name’s Praphat. This is my colleague Amphai. know For each one you choose, what would your first sentence be? 2 You are at a reception for an international tourism fair Checking someone's Making an offer in your city.
Work in two groups. identity You must be Can I get you some more wine? Group A: Meeters and greeters Ms Holweger. You are working at the reception. Your job is to welcome each of the guests and begin a short conversation.
You may want to offer something or introduce the guest to another person. 2 Match the following responses with some of the NOTES conversations in Listening 1. Make sure that you treat each guest with the a That's very kind. It’s rather heavy.
Is the car very far? appropriate level of respect and formality. b It was OK, aJthough it was rather long. Are we going Two of the guests should be people that you already straight to the hotel? know. c No, I don’tthink we’ve met before.You’ve done a None of the guests should be left on their own.
d No, thank you, I’m OK. It’s very nice though - You should meet and greet as many different guests as where’s it from? possible. 5 In pairs, practise the conversations. Try to continue the Group B: Guests conversations for a few more sentences.
Write your name and job / position on a badge / label. » Go to Grammar reference p.118 Choose from this list or think of your own.