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Home Explore English for Customer Service Student Handbook

English for Customer Service Student Handbook

Published by mynameisnongz, 2021-08-18 08:17:50

Description: This student handbook provides five contents about service and hospitality industry as follows:
Unit 1: Restaurant Service
Unit 2: Hotel Service
Unit 3: Store Service
Unit 4: Tourism Service
Unit 5: Airline Service
Vocabulary, conversation, useful expression, and exercise are included which suitable for ESL students. It only will be available for 2nd year V.C. students at HDY ANW school.


Read the Text Version


Unit 1 English for restaurant service Topic 1: Taking restaurant reservation Part 1: Vocabulary Available (adj.) Correct (adj.) Take order (phr.) Expect (v.) Repeat (v.) Certainly (adv.) Preference (n.) Hold (v.) Terrace (n.) Absolutely (adv.) Assistance (n.) Look forward (v.) Reservation (n.) Exercise 1: Match the words on the left with the definitions on the right. 1. Available A) Ready for us. 2. Expect B) A booking. 3. Look forward C) Believe that will happen soon. 4. Reservation D) Something or someone you like more than other. 5. Preference E) To be thinking with pleasure about something that is going to happen. (because you expect to enjoy it) Conversation 1: Taking a restaurant reservation A: Hello. Thank you for calling Bonta Restaurant. How may I help you? B: I would like to make a reservation for tonight. A: Absolutely, sir. B: Do you have a table for two next to the window? A: Yes. May I have your name, please? B: Arada. A: OK, Ms. Arada, table for two. And when are you coming? B: At around 7 p.m. Can you try to do something? A: Of course, Ms. Arada. For you, no problem. Would you prefer a table in the smoking or non-smoking area? B: Non-smoking, please. A: Just to confirm, madam. Your reservation is a table for two people next to the window, at 7 p.m. for tonight. Is that correct? B: Correct. A: Thank you for calling, Ms. Arada. We look forward to seeing you. Goodbye.

Part 3: Useful Expressions Guests • I would like to make a reservation, please. • Could you check for me if I can get a table on the terrace with a sea view? • Could you suggest some other restaurants? Waiters/Waitresses To greet the caller • Good…, Rico Restaurant. • Rico Restaurant, How may I help you /How may I assist you? To put the caller on hold • Would you mind holding a minute? • One moment, please. • Just a moment, please. Conversation 2: A party of nine Filling in the blanks • approve • explain • assistance • help • expect • party • larger • respect • Reservation A: Good afternoon. Thank you for calling Archie’s Steak House. How may I ________ you? B: Hello I’d like to make a dinner _____________ for August 15th. A: How many people will be there in your _________? B: There will be nine of us. A: Okay. Can you please hold for a moment? I need to let the store manager know before taking any reservations for parties _________ than six. B: Sure. No problem Carrie holds… A: Thank you for your holding. The manager has __________ your reservation. What time can we _____________ you on the 15th? B: Would seven o’clock be okay? A: Yes, that’s fine. May I have your name please. B: It’s Carrie Renolds. A: All right, Ms. Ranolds. Your reservation is set. Please call again if you have any questions. B: Thank you very much for your ____________.

Exercise 2: Please re-arrange the following events in chronological sequence. ______ How many people in your party? ______ It’s Dana Walers ______ Could I make a reservation for tonight a 6 p.m.? ______ How may I help you? ______ There will be five if us. ______ May I have your name, please. Exercise 3: Make a short role-play conversation A: __________________________________________________________________________________ B: __________________________________________________________________________________ A: __________________________________________________________________________________ B: __________________________________________________________________________________

Unit 1: English for restaurant service (Part 2) Topic 1: Greeting and seating the guests Part 1: Vocabulary Record (v.) Waiter (n.) Spoon (n.) Reaching (v.) Waitress (n.) Dinner fork (n.) Satisfied (adj.) Napkin (n.) Spreader (n.) Allow (v.) Dinner knife (n.) Bread and Butter plate (n.) Exercise 1: Match the word with the definition 1. Satisfied A) to write information down 2. Allow B) feeling that something is as good as it should be 3. Napkin C) a square piece of cloth or paper used for protecting your clothes. 4. Record D) to let someone do or have something 5. Waiter E) a man who serves food and drink Conversation 1: Seating the guests Waiter: Good evening, sir. Welcome to NaNa Restaurant, do you have a reservation? Mr. Kuma: Yes, under the name of Mr. Kuma. Waiter: Just a moment please. Let me check. **Waiter looks at the reservation chart of the date and he finds the record. Waiter: Yes, your reservation is for a table for two in the non-smoking room. Mrs. Kuma: That's right. Waiter: Your table is ready. This way please. **Waiter leads the guests to the table. When reaching the table, he checks whether the guests are satisfied with the table. Waiter: Will this be alright? Mrs. Kuma: Of course. It's perfect. **Waiter pulls out chair and says. Waiter: Please allow me. Part 3: Useful Expressions Greeting guests Seating guests - Welcome. / Welcome to _____________. - Please have a seat. - Good morning/ afternoon/ evening. - Here’s your table/ seat. - Thank you for visiting Auntie restaurant. - You can have a seat right there. - Hello. How may I help you? - Here you are.

Conversation 2: Donna (D) and Sam (S) approach the hostess (H) stand at restaurant. Exercise 2: Filling in the blanks moment special seats follow pitcher reservation H: Welcome to Italian Garden. Do you have a ______________ for this evening? D: Yes, we made a reservation for 8 o’clock. H: ____________________________, please? S: It’s Julliard H: All right, Mr. and Mrs. Julliard, you’ve booked a table for a party of two people, right? D: Yes, that’s right. H: Please ____________ me, and I’ll show you to your _______________. …. H: (Pulls out the seats) Please have a seat. Your waiter tonight will be Paul. He will be here in a ______________ to talk to you about our _________ menu and take your order. Would you like anything to drink while you wait? S: Just water would be great for now. H: Certainly, I’ll bring over a _____________ to fill your water goblets for you. Exercise 3: Match the sentences on the left with on the right. 1. Do you have A) To your seats 2.May I have your B) Be here in a moment. 3.Please follow me C) For ten, right? 4.You’ve booked a table D) a reservation for this evening? 5.Your waiter will E) and fill your water goblets. 6.I will get the pitcher F) last name, please

Unit 1: English for restaurant service (Part 3) Topic 3: Taking order and serving the meals Part 1: Western menu sample Exercise 1: Types of food 1. Appetizer A) Tiramisu 2. Soup B) Beef Wellington 3. Salad C) Caesar Salad 4. Entrée D) Smoked Salmon 5. Pasta E) Champaign and Sauvignon Blanc 6. Desert F) Clam Chowder 7. Drink G) Lasagna Part 2: Vocabulary suggest signature perfect recommend familiar with order (be) famous for layer spicy care for main dish soda Exercise 1: Filling in the blanks by using the vocabulary in part 2 1. The woman at the restaurant asked the waiter to ______________ something. 2. Most children love sweets and don’t _________________ vegetables. 3. Jess wasn’t ______________ the food on the menu. 4. This restaurant is ____________________ its pasta dishes. 5. The waiter said the Greek salad was the restaurant’s ______________ dish. 6. Most of Thai foods are ________________ for the foreigners.

Conversation 1: The most popular dishes Exercise 2: Listen the conversation then write the missing word. **Greg and Millie call over the waitress to get advice about what to order. W: Waitress G: Greg M: Millie W: Hello, May I take your order? G: Actually, we can’t decide. Could you ______________ some dishes for us to try? W: Well, we are ______________ for our German pork knuckle. I highly ______________ it. M: That might be fine for Greg, but I don’t really care for pork. What else is good? W: The lasagna is another one of our ______________dishes. It’s very popular. M: I’m not ______________with that. What is it? W: It’s an ______________dish made of layers of pasta, meat sauce, and cheese. G: That’s sound something you’d enjoy, Millie. W: Were you guy interested in an ______________as well? G: May be. What would you suggest? W: Our cheese stick are ______________. M: Hmm. Thanks for your ______________. I think we’ll look over for a menu for a few more minutes. W: Take your time. Conversation 2: What would you like to order? Exercise 2: Listen the conversation then answer questions. **Greg and Millie’s waitress come back to take the order. W: Have you decided what would you like to have? G: I think so. Millie, do you want to go first? M: Sure. Although the cheese stick sound good, we’re going to start with an order of buffalo wings. They are spicy, right? W: Yes, they are. M: Perfect. For main dish, I’d like to have the lasagna that you suggest. W: I’m sure you’re going to love it. And to drink? M: I’ll have an orange soda. W: And for you, sir? G: I’m going to try the lobster. I’m really in the mood for seafood this evening. W: Sure thing. Would you like anything to drink with that? G: Just give me a glass of house wine, please. W: No problem. I’ll go put orders in and be back with your drinks in a moment.

Exercise 3: Answer the question form conversation 2 1. The appetizer that the customer are going to have is _______________________. 2. What is the main course for the woman? ___________________________. 3. The man had order ____________________ for his entrée. 4. Who would like to have an orange juice? ________________________. 5. The drink that the man order is _____________________________. Part 3: Useful Expressions Taking order - What can I get for you? - Have you decided what you’d like to have? - What would you like to order? - May I take your order? - Excuse me, are you ready to order? - What would you like to drink? - Have you decided what you want? - Would you like something to drink? Conversation 3: Serving meals **The waiter are serving the food to Linn and Gin Waiter: Please wait for a moment for your food. Linn: Okay. Waiter: May I serve your drink. This is pineapple shake for you, madam. And your red house, sir. I’ll be right back with your food shortly. Gin: Lovely, thanks. **a few mins later. Waiter: Excuse me, this is your Gai Hor Bai Teoy, madam. Linn: Wow. It’s look yummy. Can I eat the leaves? Waiter: It’s not recommended, madam. And sir, here’s your Mussaman Curry served with rice. Please enjoy. Gin: Thanks. **During the customer are having their meal, the waiter ask about their satisfaction. Waiter: How is everything so far? Gin: Really good. I’ve never had such a perfect food like this before. Linn: It’s great! Waiter: Aright. Please let me know if there’s anything else you need. Umm If you finish with the appetizer, can I take your plate? Linn: That would be great. Thank you.

Part 4: Useful Expression Checking satisfaction Serving food - Is everything alright? - This is your food, sir - May I get you anything else? - May I serve your food. - Did you enjoy the steak? - Let me serve your food, please. - How’s everything? - This is your steak, please enjoy. Exercise 4: Match the questions and its answer A) OK. I’ll go speak to them now. 1. How is your meal so far? B) I’m really enjoy it. Thank you. 2. Why don’t you go check on the guest? C) Not right now, thanks. 3. Is there anything else that you need? E) Yes. We’re all finished. 4. Would you like me to take your plate? Exercise 5: Re-arrange the following events in chronological sequence _____ I’m so impressed with the food here. _____ May I take a plate away first. _____ Our apple pie is really wonderful _____ How was your meal? _____ I would like a refill of my coffee. _____ Would you like some dessert tonight? Exercise 6: Describing Taste and Flavor sweet bitter bland salty rich sour spicy Fill the missing word given above in the blanks and write the meaning in Thai. 1. The tea is a little _____________ when it doesn’t have any milk or sugar. 2. I the potatoes are ______________, just add some salt and pepper to them. 3. Because the French fries are _____________, you should get a drink with them. 4. The cheesecake is very _____________, so I suggest you get a coffee to go with it. 5. Some people think the lemon dressing on this salad is too _____________. 6. If you like ___________ food, you will love this Kimchi. 7. I suggest you finish the meal with something _______________ like ice cream.

Unit 2: English for hotel service Topic 1: Taking hotel reservation Vocabulary Downtown Stay Discount Grab Locate Mid- Membership Parking Convenient Alone Sign up Rental Vary Range Deposit Depend on Exercise 1: Match the vocabulary with its synonym 1. Locate A) Differ from 2. Vary B) Reduction in cost 3. Deposit C) Comfortable 4. Discount D) Down payment 5. Convenient E) Settle Conversation 1: Talking about room **Nathan (N) calls Angela (A), the receptionist of James town Inn to ask about room prices. A: Jamestown Inn. Angela speaking. How can I help you? N: Hi. I spoke to you earlier, and I forgot to ask about room prices. A: No problem. Our rates vary depending on the season, so when were you planning to stay here? N: Mid- November. A: How many people will be in your party? N: I'll be traveling alone. A: All right. Would you like the price of a single room or a suite? N: Could you tell me both? A: Sure. The single room is cheaper. It costs around $120 a night. Our suites range between $170 and $250 a night depending on their size. N: That's more than I wanted to spend. Do you offer any discounts? A: If you join our membership program, you'll get 5% off your room. N: I'll have to think about it. Useful expressions Asking about the number of guests How many people will be in your party? will you be travel with? will be staying with you? will you need rooms for? Telling about prices • Our rates vary depending on the season. • The price varies depending on the size of the room • Our rooms range is between $100-$150 per night. • It’s cost $150 per night.

Unit 2: English for hotel service Topic 1: Taking hotel reservation Conversation 2: Taking hotel reservation Exercise 2: Listen the conversation and fill in the blanks **Nathan (N) decides to stay at Jamestown Inn A: Jamestown Inn. This is Angela. _____________________? N: Hi, Angela. ___________________for three nights, starting on ____________. A: May I ask who the booking is for? N: Yes, Nathan Peters. A: All right, Mr. Peters, would you like ______________________? N: I’ll take a single room, and I'd like to sign up for your membership program, too. A: Sure thing. (Types information into the computer) I have reserved a room for you, but you must _________________to hold it. N: OK. I'll need to grab my credit card. By the way, does my reservation include parking? I'll have a rental car while I'm there. A: Yes, sir. When you arrive, talk to the valet, and he’ll _____________________. N: Got it. I'll be right back with my card. Exercise 3: Answer the questions from conversation 2 1. How long did Mr. Peters stay in the hotel? _________________ 2. The last night of the staying is on _______________________. 3. What room type the guest prefer? ______________________. 4. How many people will be come with him? ___________________. 5. Mr. Peters will go to the hotel by _______________________. Exercise 4: Oder the words to the correct sentences then write the meaning in Thai 1. be better / a double or twin room / for you? / Would _______________________________________________ 2. a queen / want / Do / you / king / bed /or / ? _______________________________________________ 3. Friday / Saturday? / you / arrive on / or/Will _______________________________________________ 4. or cash? / credit / card / with / pay / you / Will _______________________________________________ 5. to stay / for / Are you / going / one or two nights? _______________________________________________

Unit 2: Hotel reservation 2.2 Check-in and check out Part 1: Checking-in Cashier Information Vocabulary Signature Departure Luggage Equipment Front desk agent Registration Identification document (ID) Concierge Preparing Coordinating Exercise 1: Match each to his/her responsibility ____1. Front desk agent a. Showing the guests to their rooms and helping with their luggage. ____2. Bellhop b. Preparing bills and taking payments. ____3. Concierge c. Checking guests in and out and dealing with their requests and complaints. ____4. Cashier d. Coordinating guests’ entertainments, activities and travel. Conversation 1: Check in Receptionist: Good afternoon, sir. Can I help you? Guest: Good afternoon. I would like to check in, please. Receptionist: Do you have a reservation? Guest: Yes, I have a reservation under Mr. John Wilson. Receptionist: Mr. John Wilson. Just a moment please. …. Yes, a single room for one people for two nights from today to the 6th of June. Could you please fill in this registration card? Guest: Yes, of course. Receptionist: How are you going to pay, cash or credit card, sir? Guest: I’ll pay by cash. Receptionist: Thank you, sir. Here’s your key card for your room. The bellhop will show you to your room and help you with your luggage. The lift is just here. Have a nice day. Guest: Thank you. Exercise2: Match each question with the appropriate response. A) No, I haven’t. ___1. Do you have a reservation? B) Yes, the name’s Victoria Wilson. ___2. Would you put your signature here? C) I’m paying cash. ___3. Can I help you with your luggage? D) Yes please, mine is the red one ___4. Have you got a letter or an email confirming your booking? E) Certainly. Thank you. ___5. How are you paying today?

Exercise 3: Read the text and answer the following questions. A registration form should be filled in by guests. Exact information requirements vary from hotel to hotel, and from country to country, but usually the information requested will include name, address, duration of stay, passport number, and contact phone numbers. Guests will be taken to their room and shown the locations of the various fixtures and fittings, such as light switches, air conditioning controls, and in-room mini-bar. If there is an unusual or unexpected way of operating something, this will be explained to the guests as well. For example, guests might recognize an electronic safe in the room, but not know how to use it. 1. What information is normally requested on a registration form? __________________________________________________________________________________________________ __________________________________________________________________________________________________ 2. What will be explained to guests when they go to their room for the first time? __________________________________________________________________________________________________ __________________________________________________________________________________________________ Part 2: Checking-out Unusual Occupation Vocabulary Unexpected Adjoining Recognize Accommodation Requirement Surname Disappointed Request Duration Various fixtures Conversation: Checking out the guests and handing with payment. Exercise 4: Fill in the words in box into the blank. really comfortable checking out including change keycard Receptionist: Good morning, sir. Are you ________________ now, Mrs. Rapunzel? Guest: Yes, sorry. I know we’re a few minutes late. Here is my ________________. Receptionist: That’s no problem. It’s always really busy at check-out time anyway. How was everything? Guest: The room was great. The bed was ________________, and we weren’t expecting our own fridge. Receptionist: I’m glad you like it. Will you be putting this on your credit card? Guest: No. I’ll pay cash. Receptionist: Ok. So, the total comes to 2,500 baht, ________________ service tax. Guest: I thought it was 2,200 baht. That was you said when we checked in. Receptionist: Yes, but there are two ordered a dish of Honey Lemon Chicken on your bill.

Guest: Oh, I forgot. Sorry. Receptionist: No problem. So, from 2,500 baht, here’s your ________________. Enjoy your holiday. We hope to see you again. Goodbye. Guest: Please keep that change. Good bye. Exercise5: Match each question with the appropriate response. Column B: Guest A. Last week. Column A: Guest Service Agent B. My friend did. 1. Who made the reservation? Did yourself make the reservation? C. One km from here? Oh, well, 2. What name is the reservation under? 3. I’m sorry. All rooms at the nearby hotel are taken, but I found a room thank you very much. for the nights of July 19th and 20th at the Blue Morocco. It’s 1 km D. I’ve the reservation under Vanessa. from here. E. Yes, I have a reservation for a deluxe 4. Good morning. Can I help you? 5. Just a moment, please, madam …. I’m sorry, madam. We’ve your single room for me and a joining room reservation only for a deluxe single room for four nights from the 19th for my sons for four nights. to the 22nd of July. When was it made? Exercise 6: Match the vocabulary with the meaning. 1. Apologize A. a wrong action. 2. Check in B. to return the key and pay for the bill. 3. Check out C. leaving somewhere. 4. Departure D. to tell someone that you are sorry for having done something. 5. Mistake E. to go to the front desk to receive the key. 6. Overseas call F. money charged by a government for facilities or service. 7. Service tax G. a phone call to other countries. Part5: Useful Expressions. Guest questions Front office staff’s response patterns -If possible, I’d like a pool side or beach front room. -It’s 1,400 baht per night including breakfast. -How much do you charge for a double including breakfast? -Unfortunately, we’re fully booked for this evening. -We’re checking out of room 314. -I’ll see what I can do. Will you wait a minute,please? -We’d like to check in, please. -I’ll give you’re a wake-up call at six in the morning. -What time does the pool open? -Under your home address, please put your phone number.

Unit 2: Hotel service 2.3 In-hose guest service In-house guest service and dealing with the guest Vocabulary Solution Duty Pleasant Necessary Non-resident Attraction Corridor Instead Immediately Satisfy Straightaway Direction Exercise 1: Match the halves to make complete sentences ___1.There’s flight leaving for Macau. A. or would you like to call back? ___2.Would you like to leave a massage. B. the town at the moment. ___3.Turn left out of the hotel, and the C. have been registered. ___4.Here’s a list of all other concerts in D. from Don Mueang at 6.10 pm. ___5.Your request should E. cocktail bar is on your right. Exercise3: Read the text and answer the following questions Every hotel guest is different, and every hotel guest has different needs. Some guests make small requests, such as for additional towels. Other guests may request something more unusual. Front office staff should try to satisfy guests' requests. Staff should offer assistance to guests as necessary and try to make things easy and pleasant for guests. Sometimes non-residents will call to speak to someone staying in the hotel. It is another duty of front office staff to take these phone calls and connect them to the required rooms. If there is no reply, the front office staff should offer to take a message, and then make sure the message is given to the guests when they are available. 1 .Why does every hotel guest have different need? _____________________________________________________________________________________________________________ _____________________________________________________________________________________________________________ 2. Why should hotel staff try to make things easy and pleasant for the guests? _____________________________________________________________________________________________________________ _____________________________________________________________________________________________________________ 3. Whose duty is taking a phone call? ____________________________________________________________________________________________________________

Conversation 1: helping guest to change an airline ticket **GSA= Guest Service Agent Arrange Confirmed Unexpected GSA: Good morning, Mr. Milton. What can I do for you? Guest: Well, I was booked to fly to Zurich tomorrow, but something (1) _____________ has happened and I’ve changed my mind. GSA: I see. So when would you like to travel? Guest: I’d like to go to Macau instead, please. And I’d like to go as soon as possible. GSA: Can I see your ticket, please. ….. You were booked to Zurich on July the 19th and now you’d like to go to Macau today. Yes, I think we can (2) _____________ that. There’s a flight leaving for Macau from Don Mueang at 6.10 pm. Guest: Yes, that’ll be fine. GSA: If you can just wait a minute, I’ll confirm it with the airline. …. Yes, sir. That’s all right. The airline has (3) ____________ your booking. Guest: Good. Thank you very much for your help. Exercise 4: From conversation 1, choose T for true or F for false 1. Mr. Milton would like to change an airline ticket. T F F 2. He wants to go to Macau on July 20th. T F 3. He will reach Macau at 4.10 pm on July 19th. T Conversation 2: Giving directions inside and outside the hotel Guest: Excuse me, can you tell me where the gift shop is, please? GSA: Certainly, madam. The gift shop is in the basement in fact there are several gift shops. Take the lift to the basement, and when you go out of the lift, turn left, and you’ll see them on your right. Guest: Thank you. And I need a haircut after shopping. Is there someplace I can get one? GSA: Yes, madam. The hair salon is here on the ground floor. Go across the lobby and through that doorway. Turn left and it’s at the end of the corridor. It’s open from 9.00 am to 6.00 pm every day. Guest: Great. Thank you very much. At the end of the corridor? GSA: Yes, madam. Exercise 5: From conversation 2, answer the questions 1.How to get the gift shop? __________________________________________________________________________________________________ 2.How to get the hair salon? __________________________________________________________________________________________________

Conversation 3: Dealing with a range of guest’s problem basin immediately requested Guest 1:Reception, I (1)_____________ a non-smoking room, but this room really smells of smoke. GSA: I’m very sorry. You request should have been registered. I’ll change your room immediately. Guest 2: Hello reception, I’m afraid I’ve forgotten my hair dryer. Wonder if you could send one up to my room? GSA: Well, madam, there should be one in your room. Have you had a look in the bathroom, by the (2)_____________? Guest 2:Yes, and I can’t see one. GSA: I’m sorry about that. I’ll see to it (3)_____________. Guest 3:I didn’t have a wake-up call this morning, but I asked for a wake-up call at 6.30 am. GSA: Room 518. Yes, you should have had a call. I’m very sorry, I’ll look into it. Exercise 6: From conversation 3, choose the best answer 1. What problem does guest1 have in her room? a) The sheet are dirty. b) The minibar is empty. c) The room is smoky. d) Both a and c. 2.What kind of item does guest2 forget to bring with her? a) She forgets a hair dryer. b) She forgets coat hangers. c) She forgets a nightgown. d) She forgets shaving cream. 3.What problem does guest3 have? a) There is not enough hot water. b) The air-conditioning is not working c) His room has not been serviced. d) He didn’t have a wake-up call.

Useful Expressions Guest’s questions − I need to check out very early tomorrow morning. − Could you order taxi for me at 6 tomorrow? − Excuse me, where’s the coffee shop? − Excuse me, how do I get to the morning market? − Can you tell me where I can change some American dollars? − Where’s a good place to have dinner? Caller’s questions − I’ll leave a message. − Can I leave a message? − Please, tell him I’ll meet him in the hotel lobby at 11 am. − Tell her to call the office as soon as possible, would you? Front office staff’s response patterns − What kind of information do you want? − Just one moment, and I’ll connect you. − Would you mind repeating that, please? − The line it still busy, I’m afraid. − The exchange bureau is in the foyer. − You won’t need a taxi because it’s not far to walk. Accepting and apologizing for complaints. − I’m very sorry, that shouldn’t happen. − I’m very sorry, you should have had a call. − I’ll contact housekeeping now. − I’ll see to it immediately. − I’ll send someone up right away.

Unit 3: Department store service Vocabulary Cashier Client Shop assistant Shopping Seller Department store Customer Stationary store Buyer Drugstore Food court Fire exit Souvenir Mall Escalator Cosmetics shop Conversation 1: About shopping Seller: Good morning. May I help you? Customer: I would like to get a jacket like this one, but I don’t like the color. Do you have a black one? Seller: Just a moment, please. I’ll look for it. Customer: OK. Thanks. Seller: Here you are, a black one. Customer: Thank you. May I try it on? Seller: Certainly, go ahead. Example for the sentence about seller are Example for the sentence about customer asking customer reply to the seller − May I help you? − Could you help me please? − Do you need any help? − Could you tell me where the air conditioner − Can I help you? − What are you looking for? is, please? − What can I do for you? − Do you have any tomato sauce? − Which one do you need? − I’m looking for a blue shirt. − I’m trying to find a dress for night party. − I’m just looking. − I’ll let you know if I need anything. − I just want to have a look first Page 1

Exercise 1: Choose the correct sentences to complete a dialogue A) Good. It is quite reasonable. Could you wrap them up for me, please? B) OK. I’ll take a blue and a yellow one. How much are they? C) Red, blue, or yellow will do. D) Sure. Let me see some of these neckties. Shop assistant: Good morning. What can I do for you? Client: _________________________________________________________ Shop assistant: Certainly. What color do you like? Client: _________________________________________________________ Shop assistant: Are these ones, OK? Client: _________________________________________________________ Shop assistant: Two hundred baht, each. The total is 400-baht, sir. Client: _________________________________________________________ Example for the sentence about seller offer to the customer − Do you like this one? − This one is the recommend. − How about this one? − Would you like to try it on? − I think this color suits you very well. − What color do you prefer? − It looks very good on you. − What size do you wear? Example for the sentence about asking price − What’s the cost? − What’s the price? − How much? − How much does this cost? Example for the sentence about how to price quote to client − 20 baht each − Closing down sale − 3 for 20 baht − Buy1 get1 free − 40 baht per kilogram − Half price − Clearance sale − All items have been slashed! Page 2

Conversation 2: About shopping Salesgirl: Hello. What can I do for you? Client: Hello. I'm looking for a jacket. Salesgirl: How about this one? Client: What size is it? Salesgirl: It's a large size. Client: Can I try? Salesgirl: Sure. Client: It's a little bit large. Salesgirl: This is a medium size. Client: Medium size will do. I will take the black one. How much is it? Salesgirl: Twenty-five dollars Client: Here's the money. Salesgirl: Please wait for a moment. … Here's your jacket and change. Client: Thank you. Salesgirl: You're welcome Exercise 2: Complete the conversation and read the conversation, then answer the questions A) Could I look around first B) Here your emerald set and credit card. C) Hello! I would like to see D)You'll get the discount of 10%. E) emerald earrings, ring and necklace. F) the Jewelry Shop Salesgirl: Good morning. Welcome to ______________________. What can I do for you? Kaewta: Of course. I'm looking for a set of ____________________________________________. Salesgirl: Which design would you like, the classic, the modern or the fancy one? Kaewta: ____________________________, then I'll decide. Salesgirl: Certainly, Miss. If any set meets your consideration, please let me know. Kaewta: Sure! ……….. After 10 minutes past ………… Kaewta: _______________________________ these two sets, the small one at the right corner and the medium one in the middle of the showcase. Salesgirl: A moment, please. Here you are. You can try both. Kaewta: Umm…I prefer the small one. I think it will get along with my night silk dress. How much is it? Salesgirl: Full prize is 78,000 baht. _______________________________. So it will cost you 70,200 baht. Page 3

Kaewta: Can I pay with credit card? Salesgirl: Of course. Kaewta: Here you are. Salesgirl: Wait a minute, please. ……….. A few minutes later ………… Salesgirl: ______________________________. Please sign the slip. Thank you and come here again. Kaewta: I will. Goodbye. Salesgirl: Goodbye. Exercise 3: Answer the questions below 1. What shop is this? ________________________________________. 2. What does customer looking for? ________________________________________. 3. Which design in this shop have? ________________________________________. 4. How many discounts did the customer receive? ________________________________________ ฿7,800 Conversation 3: At the market buy the seafood still Seller: What would you like to buy? Client: Can I have 1 kilogram of shrimp and 1 kilogram of octopus, please. Seller: Okay. Oh, today we have a really fresh scallop coming from the south. Client: Wow, that’s great! I want 2 kilograms, please. Seller: Sure. Anything else? Client: My mother wants the fish for her spicy curry. Seller: Okay. You can choose here. We have many sizes of it. Client: Yes, but how can I know that it is fresh or not. Seller: Oh, first you look at its eyes. Make sure the eyes are clear and see if the gill is red. It means that it’s fresh. Client: Alright, thank you very much. So how much is it? Seller: It is 840 baht. Client: Here you are. Seller: Thank you very much. Page 4

Exercise 4: Read the conversation, then answer the questions 1. Where is here? ________________________________________. 2. What does client buy? ________________________________________. 3. What does the seller offer to client? ________________________________________. 4. Hoe to choose fresh fish? ________________________________________. Example for the sentence about talking the price − Can you lower the price? − I can give you a discount. − Can you check the price? − Do you have any discount? − What is the retail price? − Do you have any promotions? − What is the wholesale price? − Can you give me a discount? Example for the sentence about talking the promotion − We have a special offer for you. − The products are on sale at the moment. − It’s on sale. /This is on sale. − Today’s special deal is 50% discount on your − This promotion ends tomorrow. − Today is the last day of promotion. purchase. − We have a sale on Levi Jeans. Conversation 4: At the shoes store Salesgirl: Good morning. May I help you? Customer: Good morning. I'm looking for new sandals. Did you have any new style come in? Salesgirl: Yes, sir. Please come this way. By the way. What size do you wear? Customer: Size five Salesgirl: Here you are. Would you like to try it on ? Customer: This is just the right size. How much? Salesgirl: Two hundred baht, please. Customer: They are too expensive but very comfortable to wear. Can you lower the price? Salesgirl: How much can you pay, Madam? Anyway, I’ll make a special price for you, one hundred, seventy. Customer: How about one hundred and fifty? Salesgirl: O.K. Just for you Page 5

Example for the sentence about asking ‘anything else’ to customer − Anything else? − Do you want anything else? − Would you like anything else? − Can I get you anything else? Example for the sentence about payment − Can I pay by cheque? − Sorry, we don’t take a credit card. − Please pay at the cashier. − Credit card accepted at minimum amount − Do you take credit cards? − Can I pay by credit card? of…baht. − I’ll pay in cash. − Received…baht. Example for the sentence about change money − Do you have smaller bills? − You gave me…baht. − Your change is…baht. Conversation 5: After sales service Seller: Good morning, Madam. Anything I can do for you? Client: Yes, yesterday I bought a dress. I’ve just found out that it has a defect. Seller: Really. I’m very sorry to hear that. Client: Can I change it? Seller: Certainly. A I see the receipt, please? Client: Here you are. And thank you very much. Conversation 6: about After-sales service. Client: Excuse me. I bought this MP3 player last week. But it doesn’t work properly. Staff: What’s wrong with it, madam? Client: I believe it must be something wrong with the battery. Staff: I’m sorry about that, sir. I will replace it with another one. Client: Actually, this one is already the third piece. I believe it’s the defective batch. Staff: Um….I understand madam. Can I offer you a credit note instead? Page 6

Example for the sentence about change product Seller − Do you have the receipt? Customer − Sure. We can do that for you. − Can I change it? − Sorry. We can’t do that for you. − Sorry. It’s nonrefundable. − Give me the new one? − They are all sold out. You can get a refund from us. − Sorry. We run out of brand. − What’s your return policy? Exercise 5: Translates this sentence into Thai. 1. There is no charge for service during the 3 years warranty period. ___________________________________________________________________________ 2. Regardless of the cause of the trouble, all repairs are guaranteed within one week ___________________________________________________________________________ 3. Goods purchased in this store are refundable within seven days. ___________________________________________________________________________ 4. We’ll guarantee it for two years. ___________________________________________________________________________ 5. Our service center are many places around the city. ___________________________________________________________________________ Page 7

Unit 4: Tourism Service Topic 4.1 Making travel arrangements Exercise 1: Take a look at the itinerary and answer the questions 1. What type the tour is? _____________________________________________________________________________. 2. What tourist attractions are provided? _______________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________. 3. Who is the tour agent? ____________________________________________________________________________. 4. The highlight of this tour is _________________________________________________________________________. 5. When the tourist will be taken to Kao-Khad viewpoint?_________________________________________________. 6. Free item for this tour is ____________________________________________________________________________. 7. How many people that can be held form this tour? ____________________________________________________. 8. Does the tour provide a tour guide? _________________________________________________________________ Vocabulary Altogether Wilderness Consider Road-trip Package price Abroad Accommodation Details Sick to Document Departure time Willing Complementary Destination Fancy Attraction Trip length Narrow down Tourist Itinerary Budget Page 1

Conversation 1: Talking about tour Wendy visits a travel agent to ask about tours that are available. T: Good afternoon, miss. _______________________________________? W: I'm interested in learning about tours that I might be able to join later this year. T: Do you have a _____________________ in mind? W: Yes. I want to go somewhere in the __________. T: What's your ____________________? W: I'd like to spend under US$3,000 ________________________. T: We have several tour packages to the US that would work for you. In ____________________, there's a cultural tour that stops in Boston, Washington D.C., and Charleston. W: I was hoping for something a bit more exciting. T: Let's see. There's an outdoor adventure tour in ______________________. You'd travel to popular national parks in Colorado and Wyoming and take part in lots of fun activities, like hiking. W: That sounds interesting, but I think I should ____________________ more options before making a decision. Exercise 1: From conversation 1, please state True or False to these statements. 1. ________ Wendy want to travel in USA. 2. ________ Wendy has US$3,500 for her budget. 3. ________ The travel agent has only one option for Wendy. 4. ________ Wendy is not interested in cultural tour in Boston, Washington D.C., and Charleston. 5. ________ There are lots of fun activities, for example hiking in Colorado. 6. ________ She has already decided about her trip. Exercise 2: Put the number 1-6 to re-arrange this situation. _________ I'd like to go somewhere warm, but my budget is pretty small. _________ Let's go take a look at your options. _________ Do you have a destination in mind? _________ I'm interested in joining a tour group for my vacation. _________ We have several tour packages that should meet your needs. _________ I'd really like to find one that includes fun outdoor activities. Page 2

Conversation 2: Going alone Wendy wants information about traveling abroad on her own. W: Could I have some information about traveling to the US by myself? T: Sure. W: How would it be different from traveling with a group? T: Well, if you travel alone, you won't have to stick to a schedule. W: But what about the cost? T: It'll likely be more expensive. W: Why is that? T: Hotels and airlines give discounts when a lot of bookings are made at once for a tour group. W: I see. Well, say I wanted to travel to America for a week, stay at a four-star hotel, and do an activity every day, how much would it cost? T: I think it would be in the US$3,000 to US$3,500 price range, including spending money. If you were willing to stay at a cheaper hotel, that would cut your costs a lot. W: I really want to stay at a fancy hotel. T: Then I think you should join a tour. Exercise 3: Traveling alone and with a group. Put the phrase “If you travel alone” or “If you travel with a group” to these statement 1. ___________________________, you won’t have to stick to a schedule. 2. ___________________________, you could save money on your trip. 3. ___________________________, you might have to pay more for your hotel room. 4. ___________________________, you might meet some interesting people. 5. ___________________________, you may have trouble finding things to do. 6. ___________________________, you will get to visit lots of places in the city. 7. ___________________________, you have to consider personal safety more carefully. 8. ___________________________, you are restricted by a schedule and can’t choose to stay somewhere longer to explore more. How about you? Do you prefer traveling alone and with a group? Why? __________________________________________ __________________________________________________________________________________________________________ __________________________________________________________________________________________________________ Page 3

Conversation 3: What tour? Wendy decides to travel with a tour group for her vacation. book itinerary price accommodation contact Choose the correct vocabulary and fill in the blank W: I think joining a tour for my trip to America would be best. T: Great. Have you chosen which one you'd like to ___________? W: I've narrowed it down to these two. (Points to the brochures) T: The Royal Treasures Tour is a ten-day tour that starts July 10th, and the Wilderness? Experience Tour lasts for eight days and begins on September 28th. W: May I take a look at the ___________________? T: Sure. Here you are. W: What's included in the ______________? T: Each package includes round-trip airfare, entrance fees for every location listed on the schedule, and four-star hotel _________________________ for every night of your stay. W: I'll go for the Wilderness Tour. T: OK. (Types on the computer and prints the document) Here is your booking information. If you have any questions later, give us a call. Our ________________ information is at the bottom of the page. W: Thanks. Exercise 4: Fill the appropriate sentences by yourself 1. A: Have you decided which tour you’d like to book? B: ____________________________________________________________ 2. A: ____________________________________________________________? B: It would be around THB 9,500 to THB 10,000 3. A: ____________________________________________________________? B: Yes, it include the five-star hotel for accommodation. 4. A: Are you interested in going camping during your vacation? B: ____________________________________________________________ 5. A: ____________________________________________________________? B: You can find the contacts on the website. Page 4

Unit 4: Tourism Service Topic 4.1 Planning the tour Common tourist attractions Beach Art Gallery Landmark Mountain Botanical Garden Castle Waterfall Monument Aquarium National Park Theme Park Zoo Think about our hometown “Songkhla”, do we have those tourist attractions? If yes, give the name of that place. ____________________________________________________________________________________________ ____________________________________________________________________________________________ Exercise 1: Listen the conversation and fill in the blank. Then complete the tour schedule. Man: Hello, ma'am. Here is your schedule for the three-day tour you booked. Woman: Great. I can't wait to see it. Hmm. I thought I would get to visit the __________. Man: Yes, you will. That's where we're going on Day 3, right after we visit the ___________________. Woman: Oh, yes. Now I see. So, our first stop on Day 1 is _________________________. Man: That's right. We'll go on a short hike that will end at an amazing ________________. That's where we'll spend the rest of the day. Woman: OK. Then on Day 2, we're going to an _______________________, right? Man: Yes, we're going there in the evening. Before that, we'll spend the day at the _______________. Woman: That sounds great. I can't wait for my _________________ to start! Schedule Day 1 Day 2 Day 3 Morning Sunny Mountain War Monument Evening Vocabulary Section Return Double-decker bus Insurance Sightseeing License Manual Agenda Permit Vehicle Historical site Compact Standard Tourist attraction Conclude Exercise 2: Match the vocabulary to its meaning 1. Sightseeing B) to make it possible for something to happen 2. Permit A) visiting famous or interesting places, especially as tourists 3. Compact C) a list of the subjects or planning 4. Manual D) a book that gives instructions about how to do something 5. Agenda E) small, but arranged so that everything fits into the space available Page 1

Conversation 1: Finding the best places Stephanie (S) and Gray(G) are about to go sightseeing with a tour group (T) T: Good morning, everyone. I can't wait to start the tour. We're going to see a lot of great things. S: What's on our agenda today? T: First, we'll be going to Memorial Park. S: Is it a popular place for tourists? T: Absolutely. That historical site is visited by over two million people a year. G: Wow! What's so special about it? T: It's the oldest and largest park in the city, and the country's national museum is located inside it. G: What will we see in there? T: There are many interesting items inside it, such as famous pieces of art and everyday items used by people that lived here hundreds of years ago S: I can't wait! G: Yeah. Are there other tourist attractions in that area too? T: Oh, yes. It's close to several important monuments that we'll visit later. Useful expression How to ask about the agenda? What is on our agenda today? are we going to do tomorrow? plans have you made for How to tell the order of the places visiting the country’s national museum. First, going to some historical site. Second, we’ll be checking out a famous tourist attraction. Then visit After that, go to Also, we are going to check out Finally, Do you know this place? The famous bronze statue of Perseus is located under the left arch of the Loggia della Signoria. Benvenuto Cellini, a Florentine artist, began working on the work in August 1545 and its construction would keep him busy for about nine years. The statue was commissioned by Cosimo I, after his installation as Duke of the city. Page 2

Conversation 2: What do you want to do? Listen the conversation and fill in the blanks Stephanie (S) and Grey (G)’s tour group must choose what to do the next day. T: Well, that concludes the first day of our tour. I hope everyone enjoyed it. S: Oh, yes. _________________________________________? T: It's _______________________. Would you prefer a walking tour of downtown or a bus tour of the entire city? G: What do you think? S: None of us have been here before, so it's hard to decide. T: Bus tours can be lots of fun. You sit in the top section of a double-decker bus while I introduce you to many ________________________________ in the city as we drive past them. G: That sounds really ____________________. S: And it would give our feet a rest! We walked a lot today. G: Does everyone agree that we should do the bus tour? (The rest of the group agrees.) T: All right. We'll start at _____________. tomorrow. S: Great! Exercise 3: Put the number 1-6 to re-arrange this situation. _________ It’s up to you. _________ Did you enjoy the tour we want to day? _________ I really want to give my feet a rest. _________ Which one would you suggest? _________ Let’s go to the art museum tomorrow. _________ What’s on the garden for tomorrow. Useful expression Up to + you / somebody means if something is up to you, you are the person who makes a decision about it. You can also say: - It’s up to you. - It’s your call. - Whatever you want. - The choice is yours. - I will leave the decision to you. - Whatever you decide is fine for me. For example: A: Would you rather go to the movies at seven or nine? B: I will leave the decision to you. Your conversation A: ____________________________________________________ B: ____________________________________________________ Page 3

Conversation 3: Driving while overseas Stephanie (S) and Gray (G) have decided to rent a car for the last day of their trip. R: Welcome to Easy Car Rental. How can I help you? S: We want to rent a car so that we can visit some national parks outside of the city. R: OK. Do you have a driver's license? S: Yes. I also have an International Driving Permit? if you'd like to see that. R: Thank you. (Types information into the computer) Do you want a compactor standard? G: A compact is fine. R: We have SUV, Hatchback, and Minivan. Which one do you prefer? G: SUV would be great for us. R: How many days do you want it for? S: Just for today. R: All right. I have a car available. It must be returned here by ten a.m. tomorrow. The total price, including car insurance, is listed here. (Points at the bill) G: Here you go. (Pays with his credit card) R: OK. Here is a manual that explains driving rules in this country. Let me take you to the vehicle. Exercise 4: Read conversation 3 and answer the questions below 1. Why Stephanie and Gray want to rent a car? _______________________________________________________________ 2. Does Stephanie have a driver license? ____________________________________________________________________ 3. What type of car do they prefer? __________________________________________________________________________ 4. How long do they want to rent the car? ____________________________________________________________________ 5. When they have to return the car? ________________________________________________________________________ Exercise 5: Look at the picture and choose the best answer A) The woman are looking at pictures in an art gallery. B) A tour group is being taken into a theme park. C) The woman are riding their bikes through a mountain. D) The man is taking a photo at Eiffel Tower E) Some tourists are taking a picture in front of a land mark. Page 4

Unit 4: Tourism service 4.3 Tourist service Who is tour guide? Tour guides work in the travel industry, giving guided tours to groups of visitors. They are experts on the history of the location and offer their tour groups interesting or enlightening information about points of interest at nature attractions, historic sites, museums, scenic locations, and other travel destinations. Guides may give walking tours, bus tours, or even lead river tours on a boat. Often hired by visitors' bureaus or travel companies, tour guides are typically residents of the region in which they give tours. In your opinion, what are the important qualifications of a tour guide? 1)__________________ 2)__________________ 3)__________________ 4)__________________ 5)__________________ Vocabulary Site Tour guide Nod Hesitate Wagon Dress Common Carriage Polite Greet Scenery Custom Pray Castle Tip Rude Destination Excited Exercise 1: Math the vocabulary with its meaning 1. Carriage A) to say hello to someone or welcome them 2. Destination B) something that is done by people in a particular society because it is traditional 3. Site C) a place where something important or interesting happened 4. Custom D) the place that someone or something is going to 5. Greet E) a vehicle with wheels that is pulled by a horse, used in the past Exercise 2: Choose the correct word to fill the blanks Hesitate Tour guide Nod Tip Excited 1. _______________ a person employed to show tourists around places of interest. 2. She ______________ her head slowly, as if she went along with his refusal to let her read it. 3. When we get home, the dogs are always _________________ to see us. 4. This week's magazine has some _________________ on healthy eating. 5. Please do not ____________________ to contact me at (325) 678-0099, if you have any questions.

Conversation 1: A woman is talking with a tour guide. castle tour guide carriage hesitate scenery wagon Guide: Hello, Ladies and gentlemen. My name is Theo as your tour guide to day. Woman: Oh hi Theo. It’s nice to see you. You’re really handsome. Guide: Thank you, madam. Oh, if you have any questions, please don’t _______________ to ask me directly. Woman: Sure. Guide: Good. If so, we’re ready now. We’ll take a Delman for sightseeing around this place. This way please. Woman: I have a question actually. Guide: Yes, what’s that? Woman: What’s Delman? I see a horse with a _______________ here Guide: Yes, it is called Delman or Andong in Indonesia. It’s a traditional transportation in this place. It is a _______________ in English. Let’s get in! Woman: Oh, I have another question. Guide: Sure. Woman: This is a nice place. I love it. But where’s the best place to take pictures around here? Guide: Oh, there are so many nice places with beautiful _______________. My personal favorite is Spartan Castle. It’s a nice one to take pictures there. Woman: Castle? How do we get there? I want to know whether we can visit the _______________ today. Guide: Sure madam. We stop here and let’s get inside the castle. Conversation 2: Behaving properly Kevin (K) want to know how to behave in Thailand, so he ask the tour guide (T) K: I'm worried about traveling to Thailand without knowing the local __________________. T: I can give you some _____________. K: Great! T: First, shaking hands is not very ______________ there. K: How do people ___________ each other? T: Most people will put their hands together like they are _______________ and ____________. K: Got it. What about when visiting temples? Do I have to do anything special? T: Look for signs. You might need to be ____________ a certain way or have to take your shoes off to enter them. K: OK. Now, what if I need to ask for directions? T: Thai people are very _______________, so you should have no problem finding someone to help you. Just make sure to give them enough personal space. It's considered quite _____________ to stand too close to other people there. And never shout or point at anyone. K: Thanks for your help.

Useful expression Can/Could Will/Would **Shall/Should May/Might Must **Ought to Modal verbs are a fundamental part of English because they are used to express obligations, abilities, permissions, probabilities, predictions or suggestions. Conditions: 1. No need to add -s to the third person singular 2. Make negative sentences by adding ‘not’ 3. Modal verbs are followed by infinitive verbs. How to use? No. Type Modal V. Examples Your sentences 1 Ability Can I can speak English very well. Could I could have done it by myself. 2 Permission Can Can I go to HaiYai tomorrow? Could Could peter borrow your pen? May May I have your name, please. Would Would you mind if I go shopping? 3 Suggestion Should I think you should read a book. **Ought to We ought to help the poor. 4. Obligation Must Plants must have light and water to grow. 5. Possibility Will I will go to school tomorrow. Would I knew that Sam would be successful. Should It should be hot tomorrow. May She may be in danger. Might This dress might be very expensive. Can It can get very hot there at night. Travel tips: USA − “OK” gesture is impolite, so it should not be used in ______________. Singapore − “Tips” is a common practice that everyone in ________________ does. The Brazil reasonable tips should be paid is 15-20% of the cost of the meal. − If you are traveling to _________________, you should not spit it in public places

Conversation 3: A tourist is talking with a tour guide Guide: Hello everyone, good morning. I’m your tour guide. Welcome to Jakarta, it is your first time in Jakarta, right? Tourist: Yes, this is my first time in Jakarta, and I need your help to go around here. Guide: Okay of course, and if you have a question please don’t hesitate to ask me, now let’s to go first destination. Tourist: Where is the first of our destination? Guide: The first our destination is old city. Tourist: Okay, I’m very excited. Guide: Ladies and gentlemen this is old city, old city It is also known as old Jakarta, or old Batavia. As important settlement, urban center, and the center of commerce in Asia since 16th century. Old city is home of several important historical sites and buildings such as the port of Sunda Kelapa, Menara Syahbandar Port Tower, Wayang Museum, Fine Art and Ceramic Museum. You also can visit Jakarta History Museum and relax at Cafe Batavia over there. Tourist: There are so many beautiful place and historic sites, I feel back going to 16th century, and here I also learn about Jakarta history. Hmm, can you help me taking some a picture? Guide: Yes, of course. Exercise 3: Answer the questions from conversation 3 1. This conversation happened in __________________________________. 2. The first location of the trip is ____________________________________. 3. State historical sites located in the old Jakarta 3.1 _________________________ 3.2 _________________________ 3.3 _________________________ 3.4 _________________________ 3.5 _________________________ 4. What is the second destination? ________________________________.

Unit 4: Tourism service 4.4 Describing tourist attractions FESTIVAL OF LIGHTS IN THAILAND Every year there’s a special event across Thailand that we know in English as the Festival of Lights. It’s a time for people to celebrate and come together under the full moon in November. The exact origins entail at least seven legends all with their own unique story and purpose, but in the end the Festival of Lights is a celebration of life and fortune. Chiang Mai has been hosted to some of the biggest Yee Peng and Loy Krathong festivals for generations and it grows in popularity every year. If you’re travelling through Thailand or visiting just to witness Yee Peng or Loy Krathong – or both – then Chiang Mai is going to be your best bet for a truly spectacular experience. Taken from: Exercise 1: Put the correct word in the blanks sins candle pollutes myself float hair put burning over needs true Tourist: Why do you have the Light Festival in Thailand? Guide: What you call the Light Festival is Loy Krathong in Thai. It means to ______________ banana-leaf baskets. The reason is to thank Mea Khong Kha of the Goddess of Water for bounty in proving water for our _______________. Also, we ask for her forgiveness for have used and ____________________ the water. Tourist: Hmm… that’s lovely. What do you _____________ in the banana-leaf basket? Just a candle? Guide: No, sir. We put in three sticks of incense, a candle, flowers, a coin, finger nail cutting including ____________. Tourist: Why do you do that? Guide: Many Thais believe that as their krathongs float away. The water washes away their _______________ of the past year. Tourist: I see. It’s amazing. Guide: Yes. At present, we have Loy Krathong all _____________ the country on the full moon night of November. You can buy a krathong everywhere, light a candle, joss-sticks, make a wish and float a krathong on the water. It is believed that if the candle is still _________________ as the krathong floats out of sight, your wish will come ________________. Tourist: It must be beautiful to see a lot of banana-leaf baskets with candle lights floating in the river at night. I really want one for ____________________. Guide: Sure. You can float it on to night. I will show you how to make krathong.

Sample Tour Guide Speech in English Exercise 1: Listen the conversation and put the correct word in the blanks 1. Welcoming tourists discuss precautions realize seated familiarize welcome Hello everyone. My name is Luca. On behalf of Suntan Tours, I'd like to _____________ you all to Los Cabos. The bus ride to your hotel will take about fifteen minutes. Right now, I'd like to take a minute to ________________ you with the area and _________________ some brief safety __________________. Firstly, I ask that you remain ________________ until we reach our destination and that you not eat or drink while on the bus. Secondly, please ________________ that it is against the law to get drunk in public. Enjoy your vacation but do drink responsibly and do not drink and drive. 2. Describing the location Safe enjoy strong entertainment quiet relax beautiful I promise you are going to enjoy your stay here in San Jose, Los Cabos. This is a ____________________, _____________ city where you can _____________, sit by the beach, enjoy great meals and feel very ______________. You can walk into town and _______________ the fountains or take a moonlit walk along the water. Please do not swim here. This is not a safe place to swim because there is a _____________ undertow. Cabos San Lucas is the place to go if you want to enjoy swimming in the ocean. You can take a short bus ride from your hotel. There you will also enjoy ____________________ and dancing. 3. Introducing special events variety purchase reliable recommend offers Suntan tours _____________ a ____________ of special discounts depending on your travel plans. We have golf packages, as well as guided whale boat tours, and fishing charters. There will be a short information session at 1pm in the lobby of the hotel tomorrow where you can learn all about these offers. We ________________ that you do not _________________ packages from street vendors as they are not always 100 percent _____________. They also may charge you more than what they say. Please take my advice and allow Suntan tours to book all of your day trips and activities while you are here. Exercise 2: Where is Los Cabos? ______________________________________________.

Word power (Adjective) is a word that modifies a noun or noun phrase or describes its referent. Ancient Charming Fantastic Mystical Scenic Superb Amazing Dangerous Fresh Popular Spectacular Stunning Beautiful Devastating Haunted Prevalent Thrilling Touristy Blooming Elegant Heritage Peaceful Unbelievable Visible Gorgeous Evergreen International Picturesque Vibrant Breathtaking Enormous Lovely Panoramic Customary Exciting Lively Reconstructed Cozy Extensive Lush Restored Contemporary Fascinating Magnificent Safe Exercise 3: Underline the adjective which are used to describe the place and find the meaning of that words Just 12 kilometers south of the tranquil town of Trang, you can find an abundance of flowers and plants at the Thung Khai Garden. The recommended time to spend some hours in the garden is around 9 a.m. and after 3 p.m. to avoid the burning midday sun. The highlight is 175 meters long and 18 meters in height canopy walk allowing you to explore the lush green forest and the amazing wildlife. A climb-up tower with suspension bridges will take you up above and through the tropical jungle. __________________________________________________________________________________________________________ __________________________________________________________________________________________________________ __________________________________________________________________________________________________________ Exercise 4: Look at the pictures and describe tourist attractions by using the provided words ancient fresh evergreen thrilling peaceful touristy If you visit the _______________ Vatican Museums in Italy, you will see artwork by renaissance masters like Caravaggio, da Vinci, Giotto, Lippi, and Perugino Taiwan is ___________________ city because there are so many tourists per year.

Garajonay National Park is a ________________ forested area on La Gomera, one of Spain’s Canary Islands. The Park has rare laurel forests and many subtropical plant species. Exercise 5: Describe your place (5 marks) Instructions: 1. Choose one intersecting tourist attraction 2. Make a poster by describe 4-5 sentences that place for the tourist (Try to use adjective) 3. Your poster should provide: 3.1 The name of the place 3.2 The reason why you have to visit, for example, the special activity or the festival 3.3 The time that you should visit 4. Record the VDO that you are speaking about your poster 5. Submit the poster and VDO on Google classroom 6. This assignment will be 5 marks for this Unit (Another 5 marks will come from a quiz) Poster = 2 marks VDO and pronunciation = 2 marks On time = 1 marks Example Chom Daw Rafting in Phatthalung Experience the enjoyable outdoor activities here. Spend your day on exciting rafting. Enjoy your favorite beverages at café , play splash slider, taste delicious local dishes, and visit a lovely decorated field. White water rafting at Chom Daw will make your holiday memorable! The best time for visiting here is in May – July.

Unit 5: Airline service 5.1 Passenger service Exercise 1: Use the word in the box tp label the maps by doing an online search Arrivals hall Baggge claim Boarding gates Check-in Crew room Customs inspection Security check Apron/Ramp Control tower Immigration and quaruantine Exercise 1: Listen the conversation and fill the E-ticket

Exercise 2: Listen the conversation and complete the E-Ticket Vocabulary Domestic flight Aisle Take off International flight Appear Airsick Depart One-way Conversation 1: Buying ticket over the phone Annie wants to reserve airline tickets for her vacation. **C: Customer service representative A: Annie round-trip How can I help you Australia reservation May I have your full name please C:Thank you for calling Festival Airways. ____________________? A: Hello. I need to make a flight ________________. C: __________________________? A: It's Annie Williams. C: Where will you be departing' from and traveling to, Ms. Williams? A: From Hong Kong to Sydney, ____________. C: And will this be one-way? or return? A: I need a __________________ ticket. I'd like to leave on April 5th and return on the 11th. C: Unfortunately, all flights between Sydney and Hong Kong are fully booked on the 11\". There are seats available on the 12th. Would that work for you? A: Could I reserve the 12th and then try to fly standby on the 11th? C: I wouldn't recommend it. There are already several passengers on the standby list for that flight. A: OK. I'll just plan to leave on the 12th then.

Exercise 3: Complete the sentences and write the meaning in Thai a. since all of the flights were fully booked. b. and travels to three neighboring towns. c. and asked for a different suggestion. d. because she was moving there. e. make a flight reservation over the phone. f. was too expensive for Kyle to afford. 1. Carrie didn't want to purchase a return fare to California _____________________________________________________. Meaning: _______________________________________________________________________________________________ 2. The only option Ryan had was to fly standby _______________________________________________________________. Meaning: _______________________________________________________________________________________________ 3. Even a one-way ticket to Europe __________________________________________________________________________. Meaning: _______________________________________________________________________________________________ 4. This bus departs from here once a day ____________________________________________________________________. Meaning: _______________________________________________________________________________________________ 5. Eliza told the travel agent that the tour wouldn't work for her _________________________________________________. Meaning: _______________________________________________________________________________________________ 6. The customer service representative helped the customer ___________________________________________________. Meaning: _______________________________________________________________________________________________ Exercise 4: Underline the correct word to complete the context

Aircraft Types 1. Military Aircraft This aircraft will be used in the military. 2. General Aviation Aircraft The size of the aircraft are smaller than most commercial air craft and are certified for private use. Also, this type of aircraft were used for emergency aid and teaching student pilots. 3. Commercial Transportation Aircraft A large aircraft owned by airline companies and used for making a profit by carrying cargo or passenger. However, some aircrafts are designed to carry cargo only. There are many categories for this type as follows: 3.1 Narrow Bodied Aircraft 3.2 Wide Bodied Aircraft 3.3 Reginal Aircraft 3.4 Commuter Aircraft 3.5 Seaplane Conversation 2: Seating arrangements Listen the conversation and complete the conversation Annie is asked some questions in order to complete her reservation. **C: Customer service representative A: Annie C: All right, Ms. Williams. I have you flying from Hong Kong to Sydney on April 5th and returning on April 12th. A: _____________________. C: Do you want to fly in first, business, or economy class? A: ___________, please. C: Would you prefer a ______________ or an _____________? A: I'd like an aisle seat. Do you have anything forward of the ____________? C: No, it appears that those aisle seats are all booked already. If you upgrade your tickets to first or business class, I can get you an aisle seat ___________ to the cockpit. A: That's all right. I can sit behind the wing. There doesn't happen to be an aisle seat available in an exit row, does there? C: I'm afraid the exit row seats have already been ______________. A: ________________. Any other aisle seat will do.

Seating class Who work in airline industry? Do and online search for the job description below Flight crew ________________________________________________________________________ Pilot ________________________________________________________________________ PIC ________________________________________________________________________ CPT ________________________________________________________________________ Cabin crew ________________________________________________________________________ Purser ________________________________________________________________________ Deadhead ________________________________________________________________________ Ramp ________________________________________________________________________ Aerospace engineer ________________________________________________________________________ Air traffic controller ________________________________________________________________________

Exercise 6: Cabin crew works closely with other aviation professionals. Match the jobs with the picture. Flight crew a) Captain b) First officer c) Flight engineer Ground crew d) Apron e) Cabin service f) Catering g) Passenger service h) Field operation service

Unit 5: Airline Service 5.2 Check-in Vocabulary Boarding pass Bin Detector Passport Scanner Board Baggage/ Luggage Scale Separate Invite Carry on Delay Liquid Line up Checked bag Gate Gel Jet bridge Luggage cart/ trolley Security Seal Spare Luggage tag Passenger Exercise 1: Match the vocabulary to its meaning _____ 1. Passenger A) when someone or something has to wait, or the length of the waiting time _____ 2. Passport B) the door leading to the planes at an airport _____ 3. Delay C) to get on a bus, plane, train etc. in order to travel somewhere _____ 4. Gate D) someone who is travelling in a vehicle, plane, boat etc. _____ 5. Board E) a small official document that you get from your government, that proves who you are. Exercise 2: Choose the correct words in the blanks Security Carry-on Scale Spare Boarding pass 1. At the airport, they provide that number along with photo identification to receive a _______________. 2. I always leave a set of ______________ keys with my neighbor. 3. Please put your luggage on the __________. The allowance is 35 kg. 4. The way I see it, anything with wheels is by definition not _____________ luggage. 5. There are strict _______________ checks on everyone entering the Opera House. Conversation 1: We’re running late! Carol and Bill arrive at the airport thirty minutes before their flight is supposed to take off T: Ticket agent C: Carol B: Bill T: May I help the next people in line? C: That's us! Hello. We're running a bit late! Our flight is leaving in less than an hour. T: Please hand me your passports and tickets, and I'll see if I can get you on that plane. (Looks at the computer) You're in luck. The flight has been delayed', so you should make it. B: That's great news. T: Now, please place the luggage you'd like to check on the scale, one bag at a time. C: We're just checking one bag. These two are carry-ons. T: Did you pack your own bags? B: Yes, we did.

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