English for Tourism Services - Grade 3 (SCU)

Suez Canal University (SCU) Faculty of Tourism & Hotel Management An English Course on: THE TOURISM, HOSPITALITY, & TRAVEL INDUSTRIES...

Suez Canal University (SCU) Faculty of Tourism & Hotel Management An English Course on: THE TOURISM, HOSPITALITY, & TRAVEL INDUSTRIES Grade 3 (all sections) 1st Term 2024-2025 Code: 307 Compiled and edited by: Mostafa Al-Awady Instructor of English  English for THE TOURISM, HOSPITALITY, & TRAVEL INDUSTRIES  TABLE OF CONTENTS ACKNOWLEDGMENTS.............................................................................. iii FOREWORD.............................................................................................. iv PREFACE................................................................................................ vi TABLE OF CONTENTS............................................................................. viii Unit 1 Handling Reservations................................................................ 1 Unit 2 Serving Passengers on Plane and at the Airport........................ 26 Unit 3 Providing Information upon Arrival on the Way to Hotel............ 45 Unit 4 Handling Check-in................................................................... 64 Unit 5 Handling Telephone Enquiries.................................................. 87 Unit 6 Giving Directions.................................................................... 102 Unit 7 Giving Information about Art Performances and Entertainment........................................................................ 119 Unit 8 Beginning a Tour and Describing the Itinerary........................ 130 Unit 9 Describing Points of Interest on the Tour Route....................... 145 Unit 10 Serving Meals at Restaurant................................................... 159 Unit 11 Describing Processes Used in Making Art Objects................... 178 Unit 12 Bargaining for Souvenir Prices................................................ 189 Unit 13 Describing Tourist Sites........................................................... 204 Unit 14 Handling Complaints............................................................. 229 Unit 15 Handling Check-out............................................................... 240 Unit 16 Sample Test for Review........................................................... 255 REFERENCES......................................................................................... 264 ABOUT THE AUTHORS.......................................................................... 266 viii  English for Tourism Services Unit 1 Handling Reservations Language Function Directions: Study the following language functions relevant to Unit 1. An airline ticket is a document or electronic record, issued by an airline or a travel agency, that confirms that an individual is entitled to a seat on a flight on an aircraft. The airline ticket may be one of two types: a paper ticket, which comprises coupons or vouchers; and an electronic ticket (commonly abbreviated as e-ticket). E-ticket is the digital ticket equivalent of a paper ticket. The term is most commonly associated with airline issued tickets. E-ticketing for urban or rail public transport is usually referred to as travel card or transit pass. It is also used in ticketing in the entertainment industry. The ticket, in either form, is required to obtain a boarding pass during check-in at the airport. Then with the boarding pass and the attached ticket, the passenger is allowed to board the aircraft. An e-ticket system is a more efficient method of ticket entry, processing and marketing for companies in the airline, railways and other transport and entertainment industries. A train ticket is a ticket issued by a railway operator that enables the bearer to travel on the operator's network or a partner's network. Tickets can authorize the bearer to travel a set itinerary at a specific time (common for long-distance railroads), a set itinerary at any time (common for commuter railroads), a set itinerary at multiple times, or an arbitrary itinerary at specific times. The last two categories are often called passes: the former is often sold as a discounted block of trips for commuters; the latter is often sold to vacationers. The term reservation used in the context of a hotel, means the booking or reserving of a room (accommodation) by a guest. Reservations lead to reserving of a particular type of room for a particular guest for a given period of time. It also gives the guest the first impression of the hotel. Online hotel reservations are a popular method for booking hotel rooms. Travelers can book rooms on a computer by using online security to protect their privacy and financial information and by using several online travel agents to compare prices and facilities at different hotels. Prior to the Internet, travelers could write, telephone the hotel directly, or use a travel agent to make a reservation. Nowadays, online travel 1 Budi Purnomo & M. Sri Samiati Tarjana agents have pictures of hotels and rooms, information on prices and deals, and even information on local resorts. Many also allow reviews of the traveler to be recorded with the online travel agent. Online hotel reservations are also helpful for making last minute travel arrangements. Hotels may drop the price of a room if some rooms are still available. There are several websites that specialize in searches for deals on rooms. Receiving reservation is a job of a reservation clerk/agent. A reservation clerk/agent is a person who works in Reservation Section. The job descriptions of a reservation clerk/agent are: 1. Answer an incoming telephone call related to reservation based on the standard of telephone manner. 2. Follow-up an incoming reservation through telephone, facsimile, telex, letter, telegram, and e-mail. 3. Confirm a reservation or refuse it if the airline tickets/train tickets/other transportation tickets/hotel rooms are already fully booked. 4. Process and solve problems related to cancellation and no-show. 5. Offer the highest price of airline tickets/train tickets/other transportation tickets/hotel rooms when receiving a reservation through telephone. 6. Explain airline/train/other transportation/hotel facilities to a person who makes a reservation. 7. Send a confirmation letter. 8. File the reservation data. Vocabulary Check Directions: Study the following words, their pronunciations, and their meanings. Pay close attention to how they are used in the reading texts and in the dialogs. 1. ambiance (n) : suasana 2. amusement (n) : hiburan 3. arbitrary (n) : sewenang-wenang 4. arrival (n) : kedatangan 5. bearer (n) : pembawa 6. board (n) : papan 7. boarding pass (n) : kartu naik pesawat 8. charming (adj) : menawan 9. check-in desk (n) : meja mendaftarkan diri 10. check-in time (n) : waktu mendaftarkan diri 2  English for Tourism Services 11. check-out time (n) : waktu pengecekan keluar dari hotel saat rekening dibayar 12. coastline (n) : garis pantai 13. commuter (n) : komuter 14. comprises (v) : terdiri dari 15. confirm (v) : konfirmasi 16. corporate rate (n) : harga perusahaan 17. daredevil (adj) : pemberani 18. deck (n) : dek 19. depicting (v) : menggambarkan 20. depictions (n) : penggambaran 21. diverse (n) : beragam 22. double room (n) : kamar dengan 1 tempat tidur yang dapat dihuni 2 orang 23. doves (n) : merpati 24. down payment (n) : uang muka 25. flame (n) : nyala api 26. foil (v) : menggagalkan 27. headquarters (n) : kantor pusat 28. iconic (adj) : ikon 29. idyllic (adj) : idilis 30. inhabited (v) : dihuni 31. intriguing (v) : menarik 32. landmark (n) : penanda 33. lodged (v) : bersarang 34. lush (n) : subur 35. magnnificent (adj) : luar biasa 36. majestic (adj) : agung 37. neo-classic (adj) : neo-klasik 38. no-show : ketidakdatangan tamu 39. occupancy data (n) : data hunian kamar hotel 40. on-line payment transfer (n) : transfer pembayaran online 41. platform (n) : peron 42. pristine (n) : murni 43. reconfirm (v) : konfirmsi ulang 44. relics (n) : peninggalan 45. reservation (n) : pemesanan 46. roaming (n) : jelajah 3 Budi Purnomo & M. Sri Samiati Tarjana 47. sightseeing (n) : tamasya 48. single room (n) : kamar dengan 1 tempat tidur 49. stunning (adj) : menakjubkan 50. towering (adj) : menjulang tinggi 51. ultimate (adj) : terakhir 52. unrestricted (v) : tidak dibatasi 53. vacationers (n) : wisatawan 54. vast (adj) : luas 55. vibrant (adj) : bersemangat Reading Texts Directions: Read the text below and answer the following questions. Jakarta Source: jakartainformer.com Indonesia‟s capital city, Jakarta, is a fascinating place to visit due to its long history, diverse culture, charming natural beauty, and never-ending development. From history to shopping to art and architecture, Jakarta has a lot on offer when it comes to sightseeing. So, choose the places you like and include them in your Jakarta itinerary. Here are the 10 top Jakarta tourist attractions for one to visit. First, National Monument. This iconic landmark of Jakarta serves not only as a magnificent viewing deck with unrestricted views of the city, but also a museum depicting the nation‟s history. Towering at 115 meters high, the building is also majestic to see from the outside, topped with a flame-shaped gold foil. Second, Sunda Kelapa Harbor. It is an old port first established during the Pajajaran Hindu Kingdom. Once serving as a main port, the area now only lodged traditional pinisi ship. Other 4  English for Tourism Services than its historical significance, this harbor also retains its aesthetic beauty, owed to charming colorful ships and clear blue skies. Third, Kota Tua. Jakarta was first established as a capital city by Dutch colonials, and the area that is now called Kota Tua served as the headquarters of the Dutch East India Company. The area has several old, European-style buildings that still stand today. Tourists can tour the place by foot or rent a charmingly decorated bicycle. Fourth, Fatahillah Museum. First built by the Dutch colonials as the city hall, this building has reopened as a museum in 1974, showing historic relics found in Jakarta. The neo-classic architecture is inspired by the Dam Palace in Amsterdam. Fatahillah Museum is located within the charming Kota Tua, the Old City of Jakarta. Fifth, Kepulauan Seribu. Technically still a part of the Jakarta Province, Kepulauan Seribu or Thousand Islands comprises of hundreds of pristine, idyllic small islands, many of them still inhabited. However, tourism is vibrant in some of the more developed islands, including Bidadari Island, Pramuka Island, and Tidung Island. Sixth, National Museum. The National Museum of Indonesia is as intriguing outside as it is inside. The European architecture building houses historic and ancient archaeological collections from throughout the country. It was first built by the Dutch during the colonial era and has been developed further by the Indonesian government after independence. Seventh, Taman Mini Indonesia Indah. Literally translated as Beautiful Indonesia Miniature Park, this vast complex sums up Indonesia‟s vast and diverse culture in collections and depictions of traditional houses, clothing, artifacts, and traditions. It also has a cable car, museums, and a cinema that plays documentaries about the country. Eighth, Intiqlal Mosque. As the biggest mosque in Southeast Asia, this building will not disappoint tourists in terms of architectural greatness, as well as cultural and historical significance. Previous satisfied visitors include Barack Obama, King Salman of Saudi Arabia, and other world leaders. Ninth, Taman Suropati. A green area in the middle of the busy city, Taman Suropati is more than just a lush tropical garden with a calming ambiance. It also houses six ASEAN monuments placed as a symbol of peace and friendship. During the day, the area is lively with visitors who come to exercise, play music, or sit on the bench and enjoy nature. The park is also home for hundreds of doves roaming around freely. Tenth, Dunia Fantasi and Ancol Dreamland. One of the largest amusement parks in Indonesia, Dunia Fantasi has something for everyone, from kids to the ultimate daredevil. Located in the same area, Ancol Dreamland has its share of the city‟s stunning coastline, a SeaWorld, and various animals show. (Adapted from theculturetrip.com/asia/indonesia/articles/jakarta) 5 Budi Purnomo & M. Sri Samiati Tarjana 1. Why is Jakarta called a fascinating place to visit? 2. What do you know about National Monument? 3. What relics you can see in the National Museum? 4. Why is Taman Mini Indonesia Indah called the Indonesia miniature park? 5. What do you know about the Istiqlal Mosqaue? Key Expressions Directions: Study the key expressions below. Make sure you understand their meanings and how they are used in the dialog. Offering accommodation and related Possible responses services May I help you? Yes, do you have any flights to Jakarta next Tuesday morning? Economy, business class or first class Economy, please. ticket? When are you leaving? On August 12th. And your destination? Jakarta. Can I help you? Yes, I want a single room. What type of room do you need? Single or Double, please. double? How many rooms do you need? Two rooms with twin beds. How long would you like to stay? Three days. Do you need hotel transportation from the Yes, please. airport? Expressing apology Possible responses I‟m sorry, we‟re fully booked. OK. I‟m sorry the room you want is occupied. Is there any other? I‟m sorry, sir. Rooms with twin beds are fully booked. Never mind. Closing expressions Possible responses All right, sir. We hope to see you soon. All right. We look forward to seeing you soon. OK. Thank you for staying with us next week. See you. 6  English for Tourism Services Samples of Conversation Activity 2: Booking for airline ticket Conversation 1 Situation : A tourist is calling Garuda Indonesia Airways officer for reservation. Directions : Work in pairs to act out the following dialog between a reservation clerk and a tourist. Reservation clerk : Garuda Indonesia Airways, good morning. May I help you? Tourist : Yes, do you have any flights to Jakarta next Tuesday morning? Reservation clerk : One moment, please... Yes. There´s a flight at 07:00 and one at 08:30. Tourist : That‟s fine. Could you tell me how much a return flight costs? I‟ll be staying three days. Reservation clerk : Economy, business class, or first class ticket? Tourist : Economy, please. Reservation clerk : That would be USD 450. Tourist : OK. Could I make a reservation? Reservation clerk : Certainly. Which flight would you like? Tourist : The 08:30, please. Reservation clerk : Could I have your name, please? Tourist : My name is Laura Jones, that‟s L-A-U-R-A J-O-N-E-S. Reservation clerk : How would you like to pay, Ms. Jones? Tourist : Can I pay by bank transfer? Reservation clerk : Yes, and please fax the transfer receipt to our fax number: 021-728451. Tourist : I see. Reservation clerk : Now you have been booked, Ms. Jones. The flight leaves at 08:30, and your arrival in Solo will be at 10:15 a.m., local time. The flight number is GA 108. Tourist : Thank you. 7 Budi Purnomo & M. Sri Samiati Tarjana Activity 3: Confirming for flight reservation Conversation 2 Situation : The next day, the tourist calls the Garuda Indonesia Airways officer for reconfirmation. Directions : Work in pairs to act out the following dialog between a reservation clerk and Ms. Laura Jones. Reservation clerk : Garuda Indonesia Airlines. Can I help you? Laura Jones : Hello. I‟d like to reconfirm my flight, please. Reservation clerk : May I have your name and flight number, please? My name is Laura Jones and my flight number is GA 108. Laura Jones : When are you leaving? On August 12th. Reservation clerk : And your destination? Laura Jones : Solo. Reservation clerk : Hold the line, please........ All right. Your seat is Laura Jones : confirmed, Ms. Jones. You´ll be departing from Reservation clerk : Soekarno-Hatta Airport at 09:30 a.m. Source: www.garuda-indonesia.com 8  English for Tourism Services Activity 5: Picking-up reservation through a telephone Conversation 5 Situation: A tourist is calling Jack Tour for having pick-up service. Direction: Work in pairs to act out the conversation between a tourist and a tour guide. Guide : Jack Tour good morning, Raffi‟s speaking. Tourist : Hi Raffi, how are you? I‟m George Clooney. I am flying in next Sunday and was wondering if you might be able to pick me up at the airport. Guide : I‟m good, Mr. Clooney. I can pick you up. What time does your flight arrive? Tourist : My flight arrives at 4:00 in the afternoon. Guide : I think if I am at the curb at 4:30, that would allow you time to pick up your luggage. How does that sound? Tourist : I think that would work out well, but what if the plane is late? Guide : I can call the airline, and they will tell me if the flight is delayed. Tourist : I‟m going to carry my cell phone so I can call you. Guide : Yes, that would help us find each other at the airport. Tourist : If you find that you have to make other plans, I can always book a Super Shuttle to pick me up. Guide : You don‟t have to take a Super Shuttle. I'll be there. Tourist : That‟s great. See you, Raffi. Guide : See you, Mr. Clooney. Activity 3: Buying a railway ticket Dialog 3 Situation : A traveler is buying a train ticket from a ticket desk in Tugu Station of Yogyakarta. Directions : Read the following dialog between a traveler and a railway station clerk. Traveler : What time does the next train to Solo leave? Railway Station clerk : At 12:30, from platform 2, The Prambanan Express. Traveler : Is it a direct train to Solo? Railway Station clerk : Yes, you are right. Traveler : OK. One ticket to Solo, please. Railway Station clerk : Single or return, sir? 9 Budi Purnomo & M. Sri Samiati Tarjana Traveler : Single, please. Railway Station clerk : 10,000 rupiahs, please. Traveler : Here you are. Railway Station clerk : Here‟s your ticket and change, sir. Source: https://www.tiketkai.com Activity 4: Booking for accommodation Dialog 4 Situation : A guest is calling a hotel clerk for reservations. Directions : Choose a word from the list to complete the following dialog. Then work in pairs to read the dialog between a hotel clerk and a guest who wants to book for accommodation and to ask about hotel transport facility. a. occupancy d. Anything g. No j. details b. transportation e. book h. When k. corporate c. payment f. name i. later l. to Clerk : Kusuma Sahid Prince Hotel. Good evening reservation. Can I help you? Guest : Yes, I wonder whether I can __________ five single rooms and two double rooms for the coming Lebaran holidays. Clerk : __________ will it be? Guest : From October 12 __________ October 19, please. Clerk : Wait a moment; I‟ll check the __________ data. … Yes, we do have the rooms. 10  English for Tourism Services Guest : Good. Clerk : Can I have your ________, please? Guest : Watson. Henry Watson from IALF Jakarta. Clerk : All right Mr. Watson. Are you going to send the down __________ through on- line transfer? It‟s USD 100. Guest : Yes, and I expect to have the __________ rate. Clerk : Let me check … Yes … It‟s in order. Guest : I also would like to have __________ provided from the airport to the hotel. Clerk : All right, sir. Can I have the __________ of the flight? Guest : I‟ll give you the details __________. OK? Clerk : All right, sir. __________ else? Guest : __________, thank you. Good bye. Clerk : Good bye. We look forward to seeing you. Activity 5: Role Play Situation : A tourist calls a hotel clerk for reservations, but the hotel is fully booked. Then s/he calls another hotel. Directions: Read and act out the following dialogs between a tourist and a hotel clerk. Dialog 5: Clerk : Good morning, reservation. Can I help you? Tourist : Excuse me, can I book a twin room for tonight, please? Clerk : I‟m sorry, sir. We‟re fully booked. Dialog 6: Clerk : Good afternoon, reservation. Can I help you? Guest : Afternoon. Do you have a room for tomorrow night, please? Clerk : Would that be a single room, madam? Guest : Yes, a single room. Clerk : And how long would you be staying? Guest : I‟d be staying two nights. Clerk : Two nights. I can give you a single room at $100 a night, including breakfast. Would that be suitable? Guest : Yes, that would be fine. The name is White – Mrs. Margaret White. Clerk : Very good Mrs. White. We look forward to seeing you. 11 Budi Purnomo & M. Sri Samiati Tarjana Activity 6: Receiving booking Dialog 7 Situation : A guest is calling a hotel clerk for reservations. Directions : Complete the lines to make up a dialog between a hotel clerk and a guest. Clerk : Sahid Jaya Solo, good morning. May I help you? Guest : Good morning. _________________________, please. Clerk : Certainly madam._______________________________? Guest : Em, single room – with bathtub please. Clerk : Yes madam. We have executive rooms and _________. Guest : Deluxe room, please. I want a room with a view of the swimming pool. Clerk : Right, madam. __________________________________? Guest : The first of May. Clerk : The first of May_________________________________ ? Guest : Three nights. Clerk : I can give you a single deluxe room at $ 110 a night____________? Guest : Yes, that‟s fine. Does the room rate include breakfast, complementary fruit basket and English newspaper? Clerk : You are right. ______________________________and an English newspaper, The Jakarta Post. Guest : Thank you. Clerk : _______________________________________________? Guest : The name is Yeoh. Michele Yeoh. Clerk : Mrs. Michele Yeoh. And could I have your _________? Guest : 12B Victoria City, Hong Kong. My telephone number is 916-843- 1968. Clerk : Right. I‟ve got your address and ___________________. Guest : Can you pick me up at Adisumarmo Airport? Clerk : Certainly madam. What is your flight ______________? Guest : I‟ll fly with Garuda Airways, flight number GA 229, and scheduled to arrive the airport at 17:55 p.m. Clerk : That‟s fine Mrs. Yeoh. I‟ve made the reservation. We look forward to seeing you. 12  English for Tourism Services Activity 7: Arranging dialogs in the proper order Situation : A guest is calling a hotel clerk for reservations. Directions: (a) Decide which parts are spoken by the GUEST (G) and which are spoken by the CLERK (C). Mark the parts with a „G‟ or a „C‟ to show this. (b) Write numbers in the right column to show the correct order of the parts. (c) Act out the conversations with a partner. Dialog 8 C The seventh of April. Would that be a single room, sir? 2 We can give you a no-smoking single room at $150 including service and breakfast. Would that be suitable? That‟s fine then Mr. Blane. I‟ve made your reservation. Hello, may name is John Blane. I‟d like to reserve a room for the seventh of April, please. Yes, a single room, for non-smokers if possible, one night only. Yes, that sounds fine. Dialog 9 G The name is King – Conrad King 11 For next week – the fifth of September. Eeerm…two nights When would that be for, sir? Well, that would be fine And the name is? That would be OK. But how much is it? And how many nights? I‟d like a room for myself, my wife and my young son, please Two nights. Let me see. There‟s no triple room available then, but I can give you a twin room and put an extra bed in it. The rate would be $90 a night for the room, but that doesn‟t include meals. OK. Mr. King. We look forward to seeing you and your family on the fifth of September. 13 Budi Purnomo & M. Sri Samiati Tarjana Dialog 10 Situation : A guest is calling a hotel clerk for reservations. Directions : Act out the conversations with a partner. Clerk : Grand Sahid Jakarta, reservation good morning. How may I help you? Caller : Hi, good morning. I'd like to make a reservation for the third weekend in September. Do you have any rooms available? Clerk : Yes sir, we have several rooms available for that particular weekend. And what is the exact date of your arrival? Caller : The 12th Clerk : How long will you be staying? Caller : I'll be staying for two nights. Clerk : How many people is the reservation for? Caller : There will be two of us. Clerk : And would you like a room with twin beds or a double bed? Caller : A double bed, please. Clerk : Great. And would you prefer to have a room with a view of the main street? Caller : If that type of room is available, I would love to have a main street view. What's the rate for the room? Clerk : Your room is one hundred and ten dollars per night. Now what name will the reservation be listed under? Caller : Justin Trudeau. Clerk : Could you spell your last name for me, please? Caller : Sure. T-R-U-D-E-A-U. Clerk : And is there a phone number where you can be contacted? Caller : Yes, my cell phone number is 555-26386 Clerk : Great. Now I'll need your credit card information to reserve the room for you. What type of card is it? Caller : Visa. The number is 987654321. Clerk : And what is the name of the cardholder? Caller : Justin Trudeau. Clerk : Alright, Mr. Trudeau, your reservation has been made for the twelveth of September for a room with a double bed and view of the main street. Check-in is at 2 o'clock. If you have any other questions, please do not hesitate to call us. Caller : Great, thank you so much. Clerk : My pleasure. We'll see you in September, Mr. Trudeau. Have a nice day. 14  English for Tourism Services Source: https://www.sahidhotels.com 1. Activity Activity 1: Receiving booking Dialog 11 Situation : A tourist is calling a hotel receptionist for reservations. Directions : Work in pairs to study the Key Expressions for receiving bookings in Activity 2 of the While-Speaking Activity above. Make a dialog having the following points. a. (Receptionist) : Receiving the phone call. b. (Tourist) : Booking accommodation for a double room with twin beds. c. (Receptionist) : Confirming the order. Activity 2: Receiving a reservation and apologizing Dialog 12 Situation : A tourist calls a hotel receptionist for reservations, but the hotel is fully booked. Directions : Work in pairs to study the Key Expressions for receiving a reservation and apologizing in Activity 2 of the While-Speaking Activity above. Make a dialog having the following points. a. (Receptionist) : Receiving the phone call. b. (Tourist) : Booking accommodation for the night. c. (Receptionist) : Expressing apology since the hotel is full. d. (Tourist) : Inquiring about the nearest hotel. e. (Receptionist) : Recommending the nearest hotel. 15 Budi Purnomo & M. Sri Samiati Tarjana Activity 3: Role play. Receiving booking with details of related services Dialog 13 Situation : A person calls a hotel receptionist for reservations and information. Directions : Work in pairs to study the above expressions for receiving booking and related facilities. Make a dialog having the following points. a. (Receptionist) : Receiving the phone call. b. (Liaison) : Booking rooms and the convention hall for a conference c. (Receptionist) : Asking for the details of the order. d. (Liaison) : Confirming the order. e. (Receptionist) : Inquiring check-in and check-out time. Inquiring hotel and meal rates. f. (Liaison) : Providing the necessary information. g. (Receptionist) : Inquiring individual and group payment. Informing about settling payment. Forms & Documents Activity 1: Filling in the reservation form Directions : Fill in the following reservation form based on the Dialog 7 in Activity 6 above. Jalan Jenderal Sudirman 86 Jakarta, Indonesia Telp: +(62)215704444, www.grandsahidjaya.com [email protected] RESERVATION FORM ROOM RESERVATION  CANCELLATION  AMENDMENT  16  English for Tourism Services LAST NAME (Mr/Mrs/Ms): FIRST NAME: POSITION: ARRIVAL DATE: FLT. NO: TIME: DEPARTURE DATE: ACCOMODATION BILLING INST: DESIRED: RATE CONFIRMED: COMPLEMENTARY COURTESIES: RESERVATION MADE BY: PHONE  ADDRESS: FACS  PHONE: VIA: LETTER  REMARK: E-MAIL  ACCEPTED BY: PERSON  SIGNATURE: DATE: TIME: Activity 1: Understanding online room reservation documents Directions : Answer questions related to the following online room reservation documents. 17 Budi Purnomo & M. Sri Samiati Tarjana 18 English for Tourism Services 19 Budi Purnomo & M. Sri Samiati Tarjana 1. Who booked the hotel room through Agoda and who did through Traveloka? 2. How many persons will stay at Grand Sahid Jaya Hotel and how many persons at Kusuma Sahid Prince Hotel? 3. How much is the room rate at Grand Sahid Jaya Hotel and how much is at Kusuma Sahid Prince Hotel? 4. When will guests arrive at Grand Sahid Jaya Hotel and when will at Kusuma Sahid Prince Hotel? 5. What is the special request of the guest who will stay at Kusuma Sahid Prince Hotel? 20  English for Tourism Services Grammar Review 1. Simple Present Tense The simple present tense is used to express habitual or everyday activity and general statements of facts. The patterns of simple present tense are: (1) Subject + To Be + Complement I + am + complement He/She/It + is + complement They/We/You + are + complement - My name is Laura Jones. - The name is Yeoh. - The flight number is GIA 108. (2) Subject + Verb 1 (s/es) + Object + Adverb He/She/It + verb 1 + s/es + object + adverb They/We/I/You + verb 1 + object + adverb - The flight leaves at 08:30. - I want a single room. - I give you a single deluxe room at $ 110 a night 2. Present Participle/Progressive The present progressive expresses an activity that is in progress at the moment of speaking. It began in the recent past, is continuing at present, and will probably end at some point in the future. The pattern of present participle/progressive is: Subject + To Be + V1-ing + Object + Adverb He/She/It + is + V1-ing + object + adverb I + am + V1-ing + object + adverb They/We/ You + are + V1-ing + object + adverb - A tourist is calling Garuda Indonesia Airways officer for reservation. - A traveler is buying a train ticket from a ticket desk. - A guest is calling a hotel clerk for reservations. 21 Budi Purnomo & M. Sri Samiati Tarjana Exercise 1 Choose the correct words/phrases to complete the conversation with the hotel reception clerk. 1. Clerk: Sahid Jaya Hotel. How can I help you? Guest: Hello, my name is George Clooney. I‟d like to reserve a room. Do you have____________ from 10th to 12th of September? A. any available B. free C. some free 2. Clerk: Yes, we do. Would you like a single room or a double room? Guest: ____________ the double room per night? A. What costs B. How much is C. What is the price 3. Clerk: It‟s $75 per night...And the single room is $65 per night. Guest: I‟m looking for a room that would be nice for a romantic weekend. Which of the two ____________? A. is recommended B. do I recommend C. do you recommend 4. Clerk: I‟ll go with the smaller one, the single room. It‟s much nicer...And two people can stay in that room. Guest: Okay, perfect. I‟d like to ____________ that one then. A. reservation B. reserve C.make 5. Clerk: Alright. I‟ve made that reservation for you. And how will you be arriving? Guest: We‟ll be arriving ____________. A. by car B. on September 10th C. with my wife Clerk: Perfect. We have an underground lot where you can park your car. 22  English for Tourism Services Exercise 2 Choose the correct QUESTION for the ANSWER that‟s given. What did the person ask to get this answer? 1. ANSWER : It‟s the standard charge for the seat reservation QUESTION: A. Why did you charge me $5 more? B. Did you give me back my change? C. Do I have to change trains? 2. ANSWER : No, only regular seats. QUESTION: A. How much is the ticket? B. Does this train have sleeper seats? C. Do I have to change trains? 3. ANSWER : Yes, it‟s 10% cheaper if you have your international student card. QUESTION: A. Can I get a student discount? B. Is there a discount for seniors? C. Is there another train to Bandung today? 4. ANSWER : No, it‟s a direct train. QUESTION: A. Does this train have sleeper seats? B. How much is the ticket? C. Do I have to change trains? 5. ANSWER : No, we‟ll put them in the bus‟ baggage compartment. QUESTION: A. Did you find my bag? B. Do I have to bring my bags on the bus? C. Is this the only bus station in this city? 6. ANSWER : Yes, there are three stops before the stations. QUESTION: A. Is this the only bus station in this city? B. Are there any buses going to Bandung today? C. Does the bus stop anywhere before the central bus station? 7. ANSWER : Yes, it‟s not expired. You‟ll get back 70% of the ticket price. QUESTION: A. Can I get a refund for an unused ticket? B. Can I get a discount if I buy a ticket in advance? C. Do you have a schedule I could look at? 23 Budi Purnomo & M. Sri Samiati Tarjana 8. ANSWER : If you buy your ticket one week in advance, it will be 20% cheaper. QUESTION: A. Can I get a discount if I buy a ticket in advance? B. Can I get a refund for an unused ticket? C. Do you have a schedule I could look at? 9. ANSWER : Yes, there is one at 10:00 AM and another at 5:45 PM. QUESTION: A. Can I get off before the central bus station? B. Are there any buses going to Bandung today? C. Is this the only bus station in town? 10. ANSWER : No, they leave from Gambir Station. QUESTION: A. How much is the ticket to Bandung? B. How long is the trip to Bandung? C. Do trains to Bandung leave from this station? Exercise 2 Write the LETTER of the response from the list below to each of the following questions/comments. Choose the best, most logical response: a: No, you have to transfer in Jakarta. b: Yes, you can, but all refunds are subject to a 10% administrative fee. c: No, I'm sorry, that flight is fully booked. d: Yes, but there's a $100 charge for transporting pets. e: No, you have to go to one of the counters around the corner. f: You'll have to go to the "lost luggage" section upstairs. g: Children under 5 years old travel free of charge. h: No, I'm sorry, that bag is too big to bring aboard. i: Yes, there's a 10% discount if you have an international student card. j: No, it's 15 minutes late. 1. Can I bring my cat on the flight if she‟s in the carrier? 2. Can I get one ticket for 9:00 AM flight to Jakarta? 3. How much is the ticket for my four year old son? 4. Is there a student discount? 5. Can I return this ticket? 6. Is the train to Bandung on time? 7. My bag didn‟t arrive with my flight. 8. Can I bring this bag on the bus with me. 9. Is this a direct train to Bandung? 10. Is this the line for Garuda Indonesia Airlines? 24  English for Tourism Services Exercise 3 Choose the correct, most natural-sounding response according to the context of the conversation: 1. Tourist: Hello. I____________two tickets to Bandung, please for the 9:00 AM train. A. would buy B. would like C. would sell Clerk: First or second-class? 2. Tourist: What‟s the ____________ between the two? A. difference in price B. different price C. cheaper Clerk: First class tickets are £47 each and second-class tickets are £35 each. 3. Tourist: I'll take two second-class tickets. Can I buy the ____________ tickets now as well? A. round B. return C. back Clerk: If you like... When would you like to come back? 4. Tourist: Is there a train that ____________ Bandung in the afternoon on Monday? A. leaves B. goes on C.arrives in Clerk: Yes, there's a train from Jakarta to Bandung leaving daily at 4:00 PM... Would you like me to book two tickets for you? 5. Tourist: Yes, ____________, second-class as well. A. can be B. can do C. please do 25 Budi Purnomo & M. Sri Samiati Tarjana Unit 2 Serving Passengers on Plane and at the Airport Language Function Directions: Study the following language functions. In a travel agent, guests pick-up is a duty of the tourist guide. In a hotel, there is a position namely Hotel Airport Representative with the following duties and responsibilities: 1. Handling guest‟s arrival with pick up request, and arrange the transportation. 2. Assist with guest‟s luggage as and when required. 3. Give all hotel facilities information to the guest and assists them into the car. 4. Inform reception manager, concierge or guest relation officers when VIP on their way to the hotel. 5. Be present at all scheduled flight landings and assist incoming guests with baggage clearance and directing them to transport facilities. 6. Stand by at the arrival terminal for every flight arrival. 7. Write all the additional instruction for guests or information about guest arrival or departure in the logbook and should be transferred to the expected arrival list of each airport representative. 8. If the pickup is not arranged by the hotel then, guests should be shown only to the recommended taxi or limousine. 9. Escort the guests to the official car rental and deals with authorized car rental staff. 10. Any changes on arrival and departure flight must be reported to Front Office Manager and Chief Concierge. 11. If there is a problem while on duty without the supervisor, it must be discussed and reported to Front Office Manager. 12. Responsible for good service and maintain close relationship with all official sectors at the airport and most of all, maintain a spirit of team work among the hotel‟s personnel. Submit names and arrival flight numbers to meeting service staff. 26  English for Tourism Services 13. Ensure the neat of appearance and grooming of airport representative officers. 14. Anything that is related to operation as well as special cases of leaving must be noted down in the logbook, and also have to have the written approval of Hospitality Manager or Chief Concierge. 15. Must follow the working schedule properly. Any changes to be reported and approved by Front Office Manager, Assistant Front Office Manager and Assistant Managers. 16. Maintain detailed knowledge of all facilities and services offered by the hotel. 17. VIP and VVIP guests to be welcomed at the airport and ensure transportation is arranged. 18. Maintain a good relationship with airline personnel, immigration and custom officers under the guidance of the Manager. Vocabulary Check Directions: Study the following words, their pronunciations, and their meanings. Pay close attention to how they are used in the reading texts and the dialogs. 1. accomodations (n) : penginapan 2. abundance (n) : kelimpahan 3. alternative (n) : pilihan (antara dua hal) 4. ambiance (n) : suasana 5. arrival gate (n) : pintu kedatangan 6. astonishing (adj) : mengagumkan 7. bustling (adj) : ramai 8. crater (n) : kawah 9. cultural heritage (n) : warisan budaya 10. depart (v) : berangkat 11. emit (v) : memancarkan 12. fumes (n) : uap 13. green ribbon (n) : pita berwarna hijau 14. heritage (n) : pusaka 15. imply (v) : menyatakan secara tidak langsung 16. job descriptions (n) : uraian kerja 17. local interest (n) : daya tarik setempat 18. luggage (n) : barang bawaan tamu 19. lush (adj) : subur 27 Budi Purnomo & M. Sri Samiati Tarjana 20. nicknamed (v) : dijuluki 21. overturned (v) : terbalik 22. pick up (v) : menjemput 23. picturesque : indah 24. smoggy : penuh kabut 25. request (n) : permintaan 26. tour packages (n) : paket wisata 27. willingness (n) : harapan 28. xylophone (n) : gambang Reading Texts Directions: Read the text below and answer the following questions. Bandung Source: wisatatips.com Bandung is nicknamed the Flower City for its abundance of greenhouses, local floral growing businesses, and lush mountainous backdrop. Bandung is very popular with its higher altitude and cool mountainous climate provide relief against the rushed, smoggy atmosphere of the capital. First, attend Saung Angklung Udjo Concert. Saung Udjo is a museum dedicated to the angklung, a Sundanese instrument made from bamboo. Each one angklung produces one chord or note when shaken so a full orchestra is composed of many 28  English for Tourism Services angklung. Picture a hanging xylophone if you will. The Udjo museum has unique evening concert performances which are a fun, interactive and family friendly experience. The show begins with a shadow puppet performance, part of Indonesia‟s cultural heritage, incorporates local children singing and dancing and ends with an audience-contributed orchestra performance. Second, visit Tangkuban Perahu. It is an active volcano, situated 30 km north of the city of Bandung going towards the direction of Lembang. It is the only crater in Indonesia that you can drive up to its very rim. Mount Tangkuban Perahu has a distinctive shape, and looks like an overturned boat. The huge crater is an astonishing view and you can walk around and explore this for around two hours. Here you will be greeted by sulfur fumes which the crater continues to emit although the volcano is not active. Next, visit Lembang. A tranquil place in West Bandung, Lembang is blessed with an abundance of natural wealth and pleasant weather. The cool climate and fresh air are what makes this region ideal for agricultural plantations. Lembang has many trendy little cafés where you can take amazing pictures to share on social media. Check out Lereng Anteng Panoramic Coffee Place, one of the most Instagrammable cafés. Its trademark is its outdoor area, where you can sit inside a clear tent and take in the amazing mountain views while you enjoy your cup of coffee. Next, have a lunch at Dusun Bambu. This family leisure park sits at the foot of a mountain with the most incredible picturesque surroundings. The park is huge so you can take a cute floral shuttle to explore different areas. All along drive or walk, the paths have lush green folliage, bamboo structures, and giant sculpture art made from nature. For those who like to shop for clothes, make sure to drop by Cihampelas Street, also known as Jeans Street. This bustling bargain-hunters paradise is known for its cheap garments, local fashionwear, unbranded items and textiles. The street is also known for its kitschy Hollywood-style ambiance. Shops are adorned with huge statues of heroes from the Silver Screen. Movie icons like Rambo, Spiderman, Batman, Tarzan, and The Terminator invite tourists to shop in Superhero Factory Outlets and pose with the statues. (Adapted from shershegoes.com/things-to-do-in-bandung-indonesia) 1. Why is Bandung called the Flower City? 2. What do you know about Saung Udjo? 3. What uniqueness you can see at Tangkuban Perahu? 4. What sights you can enjoy at Dusun Bambu? 5. What types of clothes you can buy on Cihampelas Street? 29 Budi Purnomo & M. Sri Samiati Tarjana Key Expressions Directions: Study the key expressions below. Make sure you understand their meanings and how they are used in the dialogs. Greeting and identifying clients on arrival Possible response Morning, are you Mr. ………… Welcome to Yes. That‟s right. Bandung. Are you with ……………… Tour? No, not me. I‟m with (name ……….. Tour (name of tour agent preparing the another tour agent). Yes, I think so. package)? Asking people to do something Possible response Please wait for a moment. OK. Could you wait for a moment? No problem. Could you wait for a minute, please? Sure. Would you like waiting over there for a Of course. moment, please? Could you leave your bags over there, please? Why not? Would you like putting your bags over there, Yes, I would, thank you. please? Please put your bags on that corner near the All right. bench. Please tie this green ribbon on each bag. Of course. Could you tie this green ribbon on your bag, That‟s a good idea. please? Making people feel secure Possible response Don‟t worry, we‟ll take care of it. Thank you. Don‟t hurry, we still have a lot of time. Thanks. 30  English for Tourism Services Samples of Conversation Activity 1: At the Check-In Desk Conversation 1 Situation: A passenger is flying from Los Angeles to Jakarta. When she arrives at the airport, she goes to the check-in desk. She has a conversation with the agent. Direction: Work in pairs to practice the conversation. Agent : Good afternoon! Where are you flying to today? Passenger : Jakarta. Agent : May I have your passport, please? Passenger : Here you go. Agent : Are you checking any bags? Passenger : Just this one. Agent : OK, please place your bag on the scale. Passenger : I have a stopover in Bangkok – do I need to pick up my luggage there? Agent : No, it will go straight through to Jakarta. Here are your boarding passes – your flight leaves from gate 12A and it will begin boarding at 3:20. Your seat number is 17B. Passenger : Thank you. Conversation 2 Situation: Checking-in a passanger Direction: Choose a word from the list to complete the following conversation. Then work in pairs to practice the conversation. a. daughter g. fussy m. board b. certificate h. Bates n. stroller c. name i. infant o. passport d. e-ticket j. ticket p. knapsack e. flying k. washroom q. pack f. preboard l. instractions r. pass Check-in Assistant : Hello. Are you ______ to Jakarta today? Passenger : Yes, I have my ______ here. Check-in Assistant : Great. I'll need to see your ______ as well. Passenger : I have an ______. Uh...is this the part you need? 31 Budi Purnomo & M. Sri Samiati Tarjana Check-in Assistant : Actually I just need your ______ and I can find you on the computer. Passenger : Oh okay. It's Bates. Frank ______. Check-in Assistant : Great. Here we are. Oh, you're travelling with an ______today. Passenger : Yes, my ______ Mia. She's 14 months. Check-in Assistant : Okay. I'll need to see your daughter's birth ______ to prove that she is under two years of age. Passenger : Here you are. Say, would we be able to get an aisle seat? I may have to walk her around if she gets ______. Check-in Assistant : Sure. I'll put you near the ______ too. Passenger : Thanks. Can I take my ______ to the gate? Check-in Assistant : Yes, we'll check it in the over-sized luggage after you ______. Are you just checking these two bags today? Passenger : Yes, I'll take my ______ as my carry-on. Check-in Assistant : Did you ______ these bags yourself? Passenger : Yes. Check-in Assistant : Okay. Here is your boarding ______. Be at the gate one hour prior to boarding time. You will be able to ______because you are traveling with an infant. Our flight crew will have some special ______ for take-off and landing. Conversation 3 Situation: Checking-in a passanger Direction: Read the conversation below between an airline steward and a customer and complete it with the expressions from the box. a. A window seat, please. b. Here they are. c. Just one d. Good, it doesn‟t weigh very much. e. Yes, I did. Airline steward : Good morning, can I have your passport and booking information, please? Customer : (1) _________________________ Airline steward : Would you like a window or an aisle seat? Customer : (2) _________________________ Airline steward : Did you pack your bag yourself? Customer : (3) _________________________ Airline steward : Put your bag on the scales, please. Customer : (4) _________________________ Airline steward : How many pieces of hand luggage have you got? 32  English for Tourism Services Customer : (5) _________________________ Airline steward : Here are your passport and boarding pass. You need to go to gate 3 at 14.20. Activity 2: Going through Security Conversation 4 Situation: There are two pieces of equipment in security: you put your bags through the X-ray machine, and you walk through the metal detector. Some airports also use a body scanner for a more careful check. The X-ray machine has a conveyor belt that moves your bags automatically through the machine. You can put small items like keys or money into plastic bins. In the picture below, the woman is walking through the metal detector. Her suitcase is on the conveyor belt after going through the X-ray machine. Source: https://www.espressoenglish.net 33 Budi Purnomo & M. Sri Samiati Tarjana Direction: Work in pairs to practice the conversation. Agent : Please lay your bags flat on the conveyor belt, and use the bins for small objects. Passenger : Do I need to take my laptop out of the bag? Agent : Yes, you do. Take off your hat and your shoes, too. (she walks through the metal detector) [BEEP BEEP BEEP BEEP] Agent : Please step back. Do you have anything in your pockets – keys, cell phone, loose change? Passenger : I don‟t think so. Let me try taking off my belt. Agent : Okay, come on through. (she goes through the metal detector again) Agent : You‟re all set! Have a nice flight. Passenger : Thank you. Activity 3: Passport Control and Customs Conversation 5 Situation: You may have different experiences at the passport-control and customs sections depending on the laws of the country you are visiting as well as the type of items you are bringing in. Direction: Work in pairs to practice the conversation. Passport official : Good morning. Can I see your passport? Passenger : Here you are. Passport official : Thank you very much. Are you a tourist or here on business? Passenger : I'm a tourist. Passport official : That's fine. Have a pleasant stay. Passenger : Thank you. Customs official : Good morning. Do you have anything to declare? Passenger : I'm not sure. I have two bottles of whiskey. Do I need to declare that? Customs official : No, you can have up to 2 quarts. Passenger : Great. Customs official : Have you brought any food into the country? Passenger : Just some cheese I bought in France. Customs official : I'm afraid I'll have to take that. Passenger : Why? It's just some cheese. Customs official : Unfortunately, you are not allowed to bring cheese into the country. I'm sorry. 34  English for Tourism Services Passenger : OK. Here you are. Customs official : Thank you. Anything else? Passenger : I bought a T-shirt for my daughter. Customs official : That's fine. Have a nice day. Passenger : Thanks. You, too. Activity 4: On the Plane Conversation 6 Situation: The people who work inside the airplane serving food and drinks are called flight attendants. Both men and women who have this job are called flight attendants. Direction: Work in pairs to practice the conversation that the passenger has with the flight attendant when dinner is served on the flight. Source: www.garuda-indonesia.com Flight attendant : Chicken or pasta? Passenger : Sorry? Flight attendant : Would you like chicken or pasta? Passenger : I‟ll have the chicken. Flight attendant : Anything to drink? Passenger : What kind of soda do you have? Flight attendant : Coke, Diet Coke, Sprite, Orange, and Dr. Pepper. Passenger : A Diet Coke, no ice, please. Flight attendant : Here you go. Passenger : Thanks. 35 Budi Purnomo & M. Sri Samiati Tarjana Conversation 7 Situation: At customs Direction: Choose a word from the list to complete the following conversation. Then work in pairs to practice the conversation. a. bottle g. hundred m. personal b. clothes h. look o. proceed c. declare i. nice p. suitcase d. declaration j. money q. thank e. dollars k. normal r. thousand f. fine l. passport s. wine Customs officer : May I _____ at your _____ and customs _____ form, sir? Passenger : Certainly. Here you are. Customs officer : Do you have anything to _____? Passenger : No, nothing. Just the _____ allowance. Customs officer : What do you have in this _____? Passenger : Books, _____, _____ belongings and a _____ of _____. Customs officer : Okay, do you have anything else besides these? Passenger : No, I don‟t. Customs officer : How much _____ do you have on you? Passenger : I have four _____ US _____ and eight _____ Euro. Customs officer : That‟s _____, _____ you. You can _____. Have a _____ stay in Indonesia. Passenger : Thank you. I‟m sure I will. Activity 5: Airport Procedures Direction: Read these airport procedures and put them in the order you should do them. The first and the last are done for you. a Arrive at the airport and go to the correct check-in desk. b [ ] Check in your luggage and take your boarding pass. c [ ] Give the airline staff your passport and booking information. d [ ] Present your boarding card and identification for inspection at passport control. e [ ] Proceed to the departure gate when it opens. f [ ] Put your hand luggage and coat through the security check. g [ ] Show your passport and boarding card to staff before boarding. h [ ] Walk through the metal detector. 36  English for Tourism Services Activity 6: Picking up tourists at the airport Conversation 8 Direction: Practice the dialog between Amir, a Tour Guide, and his clients, a group of 30 tourists, arriving at Hussein Sastranegara Airport. Answer the questions below. Amir : Good morning, sir. Are you with Nata Tour? Tourist 1 : Yes. Amir : Welcome to Bandung, sir. Could you tie this green ribbon on your bag, please? Would you mind putting your bag over there? (He points to the luggage collection area) Good morning, sir. Nata Tours? Amir : Yes, I‟m with Nata Tours. Tourist 2 : Welcome to Bandung, sir. Could you leave your bags over there, Amir : please? Please tie these green ribbons on each bag. How many do you have? Two. Will they be all right there? Tourist 2 : Yes. Don‟t worry; we‟ll take care of them. Here are your ribbons, sir. Amir : Two. Source: kaltim.prokal.co/read/news 1. What should Amir hold in his hand so that he can be easily identified? 2. What is the purpose of the green ribbons? 3. What should Amir do in case a luggage does not arrive at the airport? 4. Why does Tourist 2 ask whether his luggage will be all right? 37 Budi Purnomo & M. Sri Samiati Tarjana Activity 7: Meeting a client with clear identification Conversation 9 Situation: Mr. Brown arrives at Husein Sastranegara Airport, carrying an Asih Tours bag. There are not many passengers on the flight. Amir is ready to pick him up. Direction: Work in pairs to practice the dialogs. Amir : Excuse me, sir. Are you Mr. Brown? Mr. Brown : Yes, that‟s right. Amir : Welcome to Bandung. I‟m Amir, your tour guide from Asih Tours. Mr. Brown : Oh, good. It‟s nice to meet you. Amir : It‟s nice to meet you too, sir. Are you ready to go to your hotel? Mr. Brown : Yes. Amir : Could you come this way, please? The car is just over there. Conversation 10 Situation : A guide is waiting for several clients. He has a sign saying: ”Holiday Tours”. Many tourists are coming out from the arrival gate at Husein Sastranegara Airport. Directions: Work in pairs to read the dialogs. Amir : Hello, sir. Holiday Tours? Tourist 1 : No, not me. I‟m with Dwidaya Tour. Amir : (pointing to the Dwidaya Tour Agent) Over there, sir… Tourist 1 : Thanks. Amir : Hello, Miss. Are you with Holiday Tours? Tourist 2 : Yes, I think so. Amir : (reading the list of clients) Are you Ms. Ariana Grande? Tourist 2 : Yes, that‟s right. I‟m Ariana. Amir : Welcome to Bandung. I‟m Amir from Holiday Tours. Would you mind waiting over there for a moment, please? There are four other persons still to come. 38  English for Tourism Services Activity 8: Meeting clients at airports or stations Conversation 11 Situation: Direction: Work in pairs to study the above expressions for meeting clients at airports or stations. Make a dialog having the following points. a. (Guide) : Greeting and identifying persons. b. (Tourist) : Responding to the greeting. c. (Guide) : Requesting tourist to put the luggage together with the others. d. (Tourist) : Expressing doubts. e. (Guide) : Making the tourist feel secure. Conversation 12 Situation: Direction: Work in pairs to study the above expressions for meeting clients at airports or stations. Make a dialog having the following points. a. (Guide) : Greeting and identifying persons. b. (Tourist) : Responding to the greeting. c. (Guide) : Requesting tourist to wait for other persons in the group. d. (Tourist): : Agreeing. Activity 9: Situation: Direction: Complete the following conversation. Conversation 11 Amir : Excuse ….., sir. Are …… Mr. Brown? Mr. Brown : Yes, that‟s ……. Amir : ……… to Bandung. …..‟m Amir, …….. tour guide from VayaTours. Mr. Brown : Oh, good. It‟s …….. to meet …….. Amir : It‟s nice to meet …….. too, sir. Are …… ready to go to ………? Mr. Brown : Yes. Amir : Could ….. come this way, please? The car is just over there. 39 Budi Purnomo & M. Sri Samiati Tarjana Conversation 12 Amir : Good ……., sir. …….. you with Asih Tour? Tourist 1 : Morning. Yes. ……. with Asih Tour. Amir : ………… to Bandung, sir. Could you …….. at your bag, please? Amir : And …………… putting your bag over there?. (He points to the luggage collection area) …. Tourist 2 : ……………………, sir. Asih Tours? Amir : Yes, I‟m with Asih Tours. Welcome to Bandung, sir. ….……your bags over there, please? Please ….these green ribbon at each bag. …….do you have? Tourist 2 : Two. Will ………………….. there? Amir : Yes. …….., we‟ll ……… them. Here are your ribbons, sir. Two. Situation: Direction: Work in pairs to set up the following conversation between a tour guide and a tourist. Conversation 13 Tour guide Tourist Are you ready to leave for the hotel? Yes, I‟m with Asih Tour. Excuse me, are you with Asih Tour? Nice to meet you too. Please come this way. The car is Yes, I think so. waiting just over there. Welcome to Bandung, sir. Nice to OK, thank you. meet you, sir. I‟m Rian, your tour guide Activity 10: Role-play Situation: Direction: Work in pairs to set up a similar dialog about “meeting a client at the airport” using the above dialogs as models. Conversation 14 Situation: Transfer-in: Welcoming group Direction: Work in pairs to set up the following conversation between a tour guide and a tourist. Guide : Good afternoon ladies and gentlemen. Welcom to Husein Sastranegara Airport, Bandung City. How is your flight? 40  English for Tourism Services Tourist : It‟s very nice. I‟m happy. Guide : That‟s good, ladies and gentlemen. I am Jajang from Holiday Tours. Excuse me, may I know who is the tour leader of this group? Tourist : Yes... I‟m the tour leader. I‟m Morison. Guide : Hello Mr. Morison. Glad to meet you. Conversation 15 Situation: Transfer-in: Asking for baggage tag Direction: Work in pairs to set up the following conversation between a tour guide and a tourist. Guide : Well, ladies and gentlemen. May I have your baggage tag? Tourist : Yes... here you are. Guide : Thank you. There are seven baggages, aren‟t they? Tourist : Yes, that‟s right. Conversation 16 Situation: Transfer-in: Asking for waiting Direction: Work in pairs to set up the following conversation between a tour guide and a tourist. Guide : Ladies and gentlemen, please wait for me here... I‟m going to arrange your baggage. Tourist : O.... yes, please arrange my baggage. I will wait for you here. Guide : Yes... if you need to go to the toilet, there is one on the left side. For whom need to change money, please go to the counter in from of the information office. Do you have any questions? Tourist : No... everything is clear. Guide : Thank you. Conversation 17 Situation: Transfer-in: Asking for porter assistance Direction: Work in pairs to set up the following conversation between a tourist and a porter assistance. Tourist : Porter... could you help me? Porter : Yes of course. What can I do for you, Madam? Tourist : Please arrange my group baggage. Here‟s the baggage tag. Porter : All right... I‟ll arrange your group baggage. Tourist : There are seven baggages, okay? Porter : Okay, Madam. 41 Budi Purnomo & M. Sri Samiati Tarjana (arrange the baggages) Tourist : Porter, how about the baggages, is everything okay? Porter : Everything is okay, Madam. Porter : Well, please put them into Holiday Tours bus with ID number 117. Tourist : Okay... I will. (put the baggages into the bus) Tourist : Have you arrange the baggages? Porter : Yes, I have. Tourist : Wow... good job, thank you very much. Porter : Yes... you‟re welcome. Grammar Review 1. Grammar Review Could you? and Would you? a. Could you? is a very good way of introducing a request. It is an alternative to Would you? and little more polite: Could you show me the way? Could you please give me the passport number? Couldn‟t you? is also useful: Couldn’t you come a little earlier? b. Would you like? is much more polite and helpful than Do you want? Would you like? can imply a willingness to satisfy the other person‟s wishes. Do you want? doesn‟t imply this. Someone dealing with a customer or client, therefore, will normally use would you like? Caller : I‟d like to speak with Mr. Leonardo, please. Telephone Operator : Mr. Leonardo is out. Would you like to speak to Mr. Brown? Exercise 1 Topic: At the airport 1 (Looking for the check-in desk) Choose the correct words/phrases to complete the following conversation at the airport: 1. Passenger: Hi, where's the check-in _________ for Garuda Indonesia? A. zone B. counter C. control 42  English for Tourism Services 2. Airport Workor: That's in terminal 2. This is terminal 1. Passenger: Is there a _________ that goes between terminals? A. vehicle B. shuttle bus C. transportation 3. Airport Worker: Yes, there's one right in front here. Passenger: _________to the taxi stand? A. with B. next C. together Airport Worker: Yes, that's right. 4. Passenger: Thanks. How much time _________ to check in? A. will I let B. can I take C. should I allow Airport Worker: If you're on an international flight I believe you have to check-in 3 hours before your flight. 5. Passenger: And for _________ flights? A. local b. near C. country Exercise 2 Topic: On the Plane: Speaking with flight attendants/passengers Direction: Choose the correct, most natural-sounding responses according to the context of the conversation. 1. Passenger 1: Excuse me, would it be possible to _________ seats with someone? My wife and I would like to sit together. A. alter B. interchange C. switch/change 2. Flight Attendant: Certainly, sir. For now, please take your seat, and once the plane takes off, I'll help you with that. Passenger 1: Thank you. Could you help me put this bag in the _________ compartment? A. up B. overhead C. High 3. Flight Attendant: Sure... there you go. (PASSENGER SEES THAT SOMEONE IS SITTING IN THE SEAT) Passenger 1: I‟m sorry, I think you‟re _________ A. a mistake B. in my seat C. sitting wrong 43 Budi Purnomo & M. Sri Samiati Tarjana 4. Passenger 2: Oh, let me check my boarding _________... Yes, I‟m sorry my mistake. A. pass B. passport C. document 5. Passenger1: No problem. I‟m going to __________ anyway. My wife and I would like to sit together. A. tranfer B. move C. trade 6. Passenger 2: Oh, well, I can switch places with your wife. That way you two can sit together. Passenger 1: Really? That would be great! Thanks a lot. Exercise 3 Topic: Customs/Immigration: Entering A Country Choose the correct, most natural-sounding responses according to the context of the conversation. 1. Border Guard: Welcome to Indonesia. Where do you live? Passenger: ________. A. Germany B. I‟m German C. I was born in Germany 2. Boarder Guard: And what's the purpose of your visit to Indonesia? Passenger: I'm going to ________ my brother. He lives in Bandung. A. visit B. visiting C. look at 3. Border Guard: How long do you plan to stay in Indonesia? Passenger: _________ two weeks. A. also B. along C. about 4. Border Guard: And what do you do back home? Passenger:__________? I don't understand... A. where B. pardon me C. too fast 5. Border Guard: Your job... what do you do? Passenger: Oh, I'm a high-school ________. I teach Physics and Chemistry. A. Student B. learner C. teacher 44  English for Tourism Services Unit 3 Providing Information upon Arrival on the Way to Hotel Language Function Directions: Study the following language functions. Beside the job descriptions of a tour guide as explained in Unit 2, the following is the role outline of a tour guide: 1. Play an active role in the welcoming, enjoyment, and safekeeping of all visitors to the tour property, including children and less able people. 2. Deal effectively and courteously with all visitors and team members. 3. Attend morning briefing sessions and staff training when deemed appropriate by the Head Guide/General Manager. 4. Lead entertaining and interesting guided tours as required. 5. To assist with the security and the protection of the tourism objects visited and their contents by providing a watchful presence at all times. 6. Complete time sheets and any other paperwork as required by Head Guide. 7. Liaise regularly with other members of the guiding team and feedback any relevant information at daily meetings. 8. Proactively and positively resolve information provision and tour problems/incidents in accordance with the Head Guide. 9. Carry out daily duties such as litter picking, light cleaning, and stocking of sanitary supplies on a regular basis. 10. When appropriate organize and implement displays, activities, trails and quizzes for children and adults. 11. To proactively promote the tour packages, souvenir guidebook, and other aspects of the business when appropriate. 12. Occasionally situations may arise that require performing other duties or tasks as may be reasonably requested by the General Manager. 45 Budi Purnomo & M. Sri Samiati Tarjana Vocabulary Check Directions: Study the following words, their pronunciations, and their meanings. Pay close attention to how they are used in the reading texts and dialogs. 1. Alongside (adv) : di samping 2. amidst (adv) : di tengah-tengah 3. ancient (adj) : kuno, purbakala 4. backdrops (n) : latar belakang 5. crashing (v) : meliputi 6. comprise (v) : petugas pembawa barang 7. concierge (n) : tamu hotel 8. crashing (v) : menabrak 9. destination (n) : tempat tujuan 10. dotted (v) : burik 11. excavation site (n) : tempat penggalian 12. famed (adj) : terkenal 13. familiarize (v) : membiasakan diri 14. far-flung (adj) : sangat jauh 15. fascinating (adj) : yang mengagumkan 16. inland (n) : pedalaman 17. jungle (n) : rimba 18. landmarks (n) : penanda 19. liaise (v) : menghubungkan 20. offshore (adv) : di lepas pantai 21. on behalf of (adv) : atas nama 22. onshore (adv) : di darat 23. perched (v) : bertengger 24. pristine (adj) : murni 25. pull up (v) : membongkar 26. quizzes (n) : kuis 27. remain (v) : tetap, tetap tinggal, tersisa 28. revered (v) : dihormati 29. safety precautions (n) : tindakan pencegahan untuk keselamatan 30. shrine (n) : kuil 46  English for Tourism Services 31. shuttle bus (n) : bus antar jemput tamu hotel 32. scratch (v) : menggores, mencakar 33. stunning (adj) : mengagumkan 34. towering (dj) : tinggi 35. trails (n) : bekas, jejak, jalan setapak 36. outcrop (n) : singkapan Reading Texts Directions: Read the text below and answer the following questions. Bali Source: bali-indonesia.com Bali is the most popular island holiday destination in the Indonesian archipelago. The island‟s home to an ancient culture that's known for its warm hospitality. Exotic temples and palaces set against stunning natural backdrops are some of its top attractions. Dining in Bali presents endless choices of local or far-flung cuisine. After sunset, famous nightspots come to life offering exciting clubbing and packed dance floors. Inland, towering volcanoes and pristine jungles greet you with plenty to see and do. Most can't stay away from the beach for long, though. Enjoy amazing beach resorts and luxury resorts in any of Bali‟s famous areas. These include Kuta, Seminyak and Jimbaran where most of the great hotels and villas are right on the beach. There are many more off-the-beaten-track spots around this magical island worth discovering. Tanah Lot Temple is one of Bali‟s most important landmarks, famed for its unique offshore setting and sunset backdrops. An ancient Hindu shrine perched on top of an outcrop amidst constantly crashing waves; Tanah Lot Temple is simply among Bali‟s 47 Budi Purnomo & M. Sri Samiati Tarjana not-to-be-missed icons. The onshore site is dotted with smaller shrines alongside visitors‟ leisure facilities that comprise restaurants, shops and a cultural park presenting regular dance performances. Tegallalang Rice Terraces in Ubud is famous for its beautiful scenes of rice paddies involving the subak, traditional Balinese cooperative irrigation system, which according to history, was passed down by a revered holy man named Rsi Markandeya in the eighth century. Tegallalang forms the three most splendid terraced landscapes in Ubud's shared region, with the others being in the villages of Pejeng and Campuhan. The Tegallalang rice terraces alone offers a scenic outlook that spreads down before you and away to the rice paddies on the slopes across the valley. The high roadside location is cool and breezy and it is a well-known spot for tourists to stop and take photos. Painters and nature lovers also enjoy visiting this spot, and there are numerous art kiosks and cafes near the ledge offering their ware. Goa Gajah‟s name is slightly misleading, lending the impression that it‟s a gigantic dwelling full of elephants. Nevertheless, Goa Gajah is an archaeological site of significant historical value that makes it a special place to visit. Located on the cool western edge of Bedulu Village, six kilometres out of central Ubud, you do not need more than an hour to descend to its relic-filled courtyard and view the rock-wall carvings, a central meditational cave, bathing pools and fountains. The Ubud Art Market, locally referred to as 'Pasar Seni Ubud' is located opposite the the Puri Saren Royal Ubud Palace and is open daily. Here you can find beautiful silk scarves, lightweight shirts, handmade woven bags, baskets or hats; statues, kites and many other hand-crafted goods. Most of the goods found at the Ubud Market are made in the neighboring villages of Pengosekan, Tegallalang, Payangan and Peliatan. The location of the Ubud Art Market which is centered among the art producing villages, and being just opposite the royal palace which is a center point to Ubud itself, make it a strategic shopping place for Balinese handicrafts and souvenirs. The Ubud market also serves as a setting for the Hollywood movie Eat Pray Love, which shows a scene where actress Julia Roberts opposite a male character strolling through the stalls which are frequently visited by foreign and domestic visitors in real life. Naturally, bargaining is essential. (Adapted from planetware.com/tourist-attractions-/bali-ina) 1. Where are the most famous beach resorts in Bali? 2. What do you know about Tanah Lot Temple? 3. What do you know about subak in Ubud? 4. Why is the name of Goa Gajah slightly misleading? 5. What kinds of souvenirs you can find in Ubud? 48  English for Tourism Services Key Expressions Directions: Study the key expressions below. Make sure you understand their meanings and how they are used in the dialogs. Providing information Possible responses On behalf of Equator Tours, I‟d like to welcome you all Thank you. to Bali. You can take a short bus or pedicab ride. I see. If you need to exchange your dollars into rupiahs, please OK. use a bank or money exchange. If you prefer, you can always use your credit cards. It‟ll be safer. If you want to get around the city, we recommend you to Why not? take the local bus or pedicab rather than a taxi. If you do decide to take a pedicab make sure that you Well, I‟ll do that. negotiate the price before you go. Please remain on your seats until we have come to a No problem. complete stop. Please double check to make sure your bag has been That‟s a good idea. taken off the bus. Samples of Conversation Conversation 1 Situation: Transfer-in: Calling the group. Direction: Work in group to set up the following conversation between a tour guide and tourists. Guide : Excuse me, ladies and gentlement, your baggage have on board. Mind your head and mind your step. (Tourist guide position in front of the bus door) (Then, on the bus) Guide : Good afternoon ladies and gentlemen. Welcome on board of Bali Bus. I would like to re-introduce myself. My name is Made Prasta. You can call me Made, and the driver‟s name is Wayan. I am your guide during your transfer in to your hotel, Sahid Beach Hotel. 49 Budi Purnomo & M. Sri Samiati Tarjana Man : Okay....where a we going, now? Guide : We‟ll go to Sanur, ladies and gentlemen. Now we‟re living Ngurah Rai Airport. We‟re turning right to Sahid Beach Hotel in Sanur Village through by pass Ngurah Rai. This is the new highway. Woman 1 : Okay... What is your plan for our holiday? Guide : Yes. I‟ll give you some information about that. For today, I will escort you to Sahid Beach Hotel to take a rest. Because you have journey so far. At the night you get welcome dinner party. And for tomorrow you will get full day tour. And for two more days you will get shopping tour. You can buy something for your family. Woman 2 : Wow... I think it‟s very interesting. Guide : Thank you. All right ladies and gentlemen. Because we are now in Denpasar, I will give you some information about Bali, especially Denpasar. Woman 2 : Yes, please. Guide : All right ladies and gentlemen. Bali is on island which is famous in the world. Bali famous with name an island with thousand of temples, world heaven, excetra. Bali has eight regencies and the capital city of Bali is Denpasar. Denpasar is the central of economy and government. If we look for from the work name Denpasar from den means north and pasar means market. The resident of Bali is solid enought and mostly believes Hindu. Ladies and gentlement, Bali has many torism objects on nature, mandmade, and culture so that attract visitors to come to Bali. Excuse me, please look at your right side. You can see a temple namely family temple or called sanggah which every house has a temple. This temple is dedicated for Ida Sanghyang Widhi Wasa, the god of Hindhuism people. Okay, ladies and gentlemen, what do you think about the temple? Man : I think that‟s very unique because it has good architecture. Guide : Yes, it‟s very unique. And has good architecture. It is an example of culture in Bali. Bali also has many amazing beaches. Like Sanur Beach, here you will see sunrise. Woman 1 : Wow, it‟s very amazing. I like sunrise. Guide : Oh yes... you can see sunrise from your hotel in the morning. Woman 2 : Are you sure? Guide : Yes, I‟m sure. Woman 2 : Yes... I will see it. Guide : Well, ladies and gentlemen. Now we are arriving at Sahid Beach 50  English for Tourism Services Hotel. Please get off from the bus and keep walking to the lobby. I‟m arranging your baggages and your rooms. Man : Okay. Conversation 2 Situation: Asking concierge for arranging baggages. Direction: Work in pairs to set up the following conversation between a tour guide and a bellboy. Bellboy : Good afternoon, sir. May I help you? Guide : Good afternoon. Could you help me? Bellboy : Yes, off course. What can I do for you? Guide : Please arrange my group‟s baggages... there are six baggages. Bellboy : Yes, I will. Guide : Thank you. Bellboy : You‟re welcome. Conversation 3 Situation: Checking in the group. Direction: Work in pairs to set up the following conversation between a tour guide and a receptionist. Receptionist : Good afternoon, sir. May I help you? Guide : Good afternoon. I would like to do check in for my group. Receptionist : May I know your group name? Guide : Yes, Uzbekistan Group. Are the rooms ready to be accommodated? Receptionist : Everything is ready. Your travel agent ordered them yesterday for three rooms with single bed and complete facilities. Guide : Yes... Receptionist : This are the keys. I hope your clients enjoy staying with us. Guide : Thank you. Receptionist : You‟re welcome. 51 Budi Purnomo & M. Sri Samiati Tarjana Conversation 4 Situation: Speaking with tourists. Direction: Work in pairs to set up the following conversation between a tour guide and a tourist. Guide : Well, ladies and gentlemen. Welcome to Sahid Beach Hotel. Here are your keys. Please have your keys and enjoy your stay. Your room number is 15 until 17. If you need any assistance, please contact the receptionist. Your dinner will be ready at 7 PM to 9 PM in this hotel restaurant and your breakfast ready at the same restaurant tommorow morning at 7 AM to 9 AM. All right, any questions? Tourist : No, thanks. I understand. Guide : Well, ladies and gentlemen. I will meet you tonight for welcome dinner party at 6.30 PM. I hope you have a nice rest. Tourist : See you. Guide : See you, too. Check your understanding by answering the questions below. 1. Where are the tourists and the tour guide? 2. What is the general purpose of providing the information? 3. What types of information can you identify? 4. What is the purpose of the welcoming part? 5. What types of offers are mentioned? Activity 1: Providing Information upon arrival on the way to the hotel Conversation 5 Situation : A tour guide is providing information on a shuttle bus from Adi Sumarmo Solo Airport to the hotel. Direction: Read the expressions below. Welcoming Hello, everyone. My name is Wulan and the driver‟s name is Jono. tourists: On behalf of Equator Tour I'd like to welcome you all to Solo City. The bus ride to your hotel will take about fifteen minutes. The hotel is located in the center of the city and the airport is in the western part just outside Solo. Right now, I'd like to take a minute to familiarize you with the area and discuss some brief safety precautions. Firstly, I recommend you to remain seated until we reach our destination and you not to eat or drink while you‟re on the bus. Secondly, please realize that it is against the law to get drunk in 52  English for Tourism Services public. Enjoy your vacation, but do drink responsibly and do not drink while driving. Describing the I promise you are going to enjoy your stay here in Solo. This is a location: beautiful, quiet city where you can relax, enjoy great meals and feel very safe. You can walk into town and enjoy the cultural city with its ancient and fascinating Kasunanan dan Mangkunegaran palace, traditional handicraft, batik, and gamelans. Visit Tawangmangu, Sangiran excavation site and famous temples of Sukuh, Prambanan and Borobudur. Solo also hosts one of the biggest water park in Central Java region. You can take a short bus or pedicab ride from your hotel for Solo city tour. Introducing Equator Tours offers a variety of special discounts depending on special events your travel plans. We have golf packages, as well as climbing and offers: mountain tours, and fishing charters. There will be a short information session at 1 p.m. in the lobby of the hotel tomorrow where you can learn all about these offers. We recommend you not to buy packages from street vendors as they are not always 100 percent reliable. They also may charge you more than what they say. Please take my advice and allow Equator Tours to book all of your day trips and activities while you are here. Offering If you need to exchange your dollars into rupiahs, please use a bank advice: or money changer. We don't recommend exchanging your money at the hotel because you won't get a fair rate. Some restaurants will accept American or foreign money, but you are better off to exchange your money and pay with rupiahs. Or, if you prefer, you can always use your credit cards. Also, if you want to get around the city, we recommend that you take the local bus or pedicab rather than a taxi. The bus namely Batik Solo Trans costs about 3,500 rupiahs, and the driver can give you the change if you don't have the exact amount. If you do decide to take a pedicab make sure that you negotiate the price before you go. Closing We're going to be pulling up to the hotel in just a few minutes. remarks: Please sit back and enjoy the view of the green trees on the right and left hands side of the bus as we enter the city. Please remain on your seats until we have come to a complete stop. The hotel concierge