Contenidista Licenciatura en

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Índice

Unit IV: Holiday rep ............................................................................................ 2

Objetivos .................................................................................................... 2
Take off ...................................................................................................... 2
Resort representative ................................................................................... 3
Welcome to Paradise! ................................................................................... 4
It’s my job .................................................................................................. 5
Grammar reference ...................................................................................... 6
Advice and obligation ......................................................................... 6
Language spot ............................................................................................. 7
Exercises: Advice and obligation .......................................................... 7
Holiday health ............................................................................................. 8
Customer care ............................................................................................. 8
Have you got the right attitude? .......................................................... 8
Tips on tipping ............................................................................................ 9

• Universidad Católica de Santiago del Estero • •1•

 Contenidista Licenciatura en
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Unit IV: Holiday rep

Objetivos

 Describir los tipos de representantes.

 Distinguir entre una obligación y una recomendación.
 Valorar la lectura en el idioma Inglés como uno de los medios más
efectivos de obtener información actualizada para su quehacer universitario
y profesional.
 Desarrollar su capacidad de pensar y reaccionar con actitud crítica cuando
lea textos en Inglés, relacionados con la profesión.

Video

Para comenzar, los invito a ver el video de Introducción a la

unidad, disponible en el aula virtual.

Take off

1. Look at the pictures. Choose one that shows something you have done.
2. Which picture is not about a type of holiday rep?
3. Match each of the three texts with a picture. Tell the connection.

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 Contenidista Licenciatura en
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Reading

Resort representative

1. Holiday reps work very hard. Read the job description and decide which aspects of
their job
1) Have to be done once with each group of holidaymakers
2) Have to be done once a day
3) Have to be done several times during a holiday
4) Mean being available almost 24/7 (24 hours a day/ 7 days a week)
2. Answer the questions
1) “Representatives” work is seasonal. What does seasonal mean here?
2) Hours of work are variable. What does variable mean here?
3) Make a list of skills and personal qualities that a holiday rep needs.
4) Which skills and qualities do you have?

So you want to be a resort representative?

The work Hours and environment
Resort representatives are the first point of contact for Representatives’ work is seasonal. Depending
holidaymakers at their destination. They represent the on the resort/country, holiday seasons may run
tour operator, and aim to ensure the success of the from April onwards, October to January, or
client’s holiday. January to April.
Representatives meet each party on holidaymakers on Hour of work are variable. Representatives often
their arrival at the airport and accompany them by coach work from early morning to late evening and at
to their accommodation. Usually, they hold a welcome weekends and can be on call 24 hours a day.
meeting after arrival to give the holidaymakers A driving licence is usually needed, as
information about resort facilities and attractions. representatives need to travel between hotels or
Resort representatives arrange regular times to meet other holiday accommodation and be responsible
holidaymakers to make announcements and deal with for a wide area.
enquiries and problems. They keep an information
Skills and personal qualities
board, and often a folder of useful information, up-to-
date. They may also arrange, book, and sometimes As a resort representative you should be self-
accompany excursions and sightseeing trips and arrange confident, with a pleasant, cheerful and outgoing
car or ski hire. nature.
In addition to this they need to be available at almost any
time to give advice, solve problems, and deal with
emergencies such as loss of passports of money, illness
or difficulties with accommodation.
The completion of paperwork is an important aspect of
the job. This involves keeping records and writing
reports of complaints and incidents such as illness.

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 Contenidista Licenciatura en
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Listening

Welcome to paradise!

1. You are going to hear a talk about welcome meetings. Look at the points covered in
the talk and put them in order.
a) Socialize briefly
b) Smile and welcome
c) Meet the resort manager
d) Describe tourist attractions
e) Describe hotel facilities
f) Describe excursions
g) Check paperwork
h) Check complimentary drinks
i) Answer any questions
2. Listen and check your answers
3. Listen again. Answer the questions.
1) Who is giving the talk?
2) Who is listening?
3) When do the reps have to look for the resort manager?
4) What is important to sell excursions?
5) Why is it important to socialize?

Pronunciation

1. Listen to the words from the resort manager’s talk. How is the final s pronounced?
Tick the correct column.

/s/ /z/ /iz/

1) arrangements
2) arrivals

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3) changes
4) customers
5) drinks
6) excursions
7) facilities
8) notes
9) places

2. How is the final s pronounced in these words?

1) Basics
2) Beaches
3) Bikes
4) Buses
5) Documents
6) Fares
7) Hours
8) Lifts
9) Meals
10) Telephones
11) Timetables
12) Tours

Reading

It’s my job

Ameli Destivelle

Ameli works in Teigne in the French Alps. Here she Tips for surviving the season…
give us her advice for surviving your first season as a Flirting: A key part of ay ski season. Workers should
ski rep. Check you understand the headings for each flirt with each other a lot. But don’t forget: ‘the flirting
tip. What do you think Ameli is going to say about stops when you start taking it seriously’
each heading? Read on and find out.

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 Contenidista Licenciatura en
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Gossip: Remember that gossip is an essential part of Day off: There’s only one a
the ski rep’s world. Don’t expect to have a ‘private’ week, so most staff use it
life. You may imagine it’s just the two of you un on wisely for either a big ski day
your little ‘secret’, but do you really know who saw or a big sleep day. The ski-
you leave together last night? hungry should check the
Burn-out: At the start of the season, you might want forecast become getting drunk
to ski all day and party all night. Doing this on –this is your one chance to be
holiday is hard enough, but try doing when you’ve first on the snow each week
got to get up at 7.00 a.m. six days a week. Burn-out, and you don’t want to wake up
often combined with flu, usually hits after New Year. at 11.00 a.m. to fin you’ve
Avoid this by pacing yourself –get an early night at missed the best powder day of
least twice a week. the season.
Changeover day: There’s no
real way to prepare you for
this. If you’re working for a
tour operator, there’s no doubt this is the worst day of
the week. For reps, a twenty-hour day is not uncommon:
flight delays, lost luggage, traffic jams, and lost ski-pass
photos will a feature.

Grammar reference

Advice and obligation

Advice

Should
We use should and shouldn’t to tell someone what we think is the best thing to do, or not
to do.
 Positive
You should make sure that you have a good night’s sleep before changeover.
=subject + should + infinitive without to
 Negative
You shouldn’t get too drunk on your day off.
= subject + shouldn´t + infinitive without to
Avoid
We use avoid to mean the same as You shouldn’t. However, avoid has a different form.
Avoid partying too much at the beginning of the season.
Avoid this if you can
=Avoid + -ing form
=Avoid + noun or pronoun
Note that avoid can also be combined with You should.
You should avoid partying too much.
Don’t
Don’t is used when giving advice.
Don’t expect to have a private life as a ski rep.
= Don’t + infinitive without to

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Note that we cannot say You don’t ….when giving advice.

Not You don’t expect to have a private life. X
Obligation

Have to
We use have to to talk about an action that is necessary because of laws or rules.
You have to wear your uniform at all times when on duty.
=subject +have to+ infinitive without to
Mustn’t
Mustn’t is the negative form of have to. We use mustn’t to tell someone what they can’t
do because of laws or rules.
You mustn’t drink alcohol before you go skiing.
There’s a fine of $500
=subject + mustn’t + infinitive without to

Language spot

Exercises: Advice and obligation

Ameli’s advice is for new ski reps. But what advice should holidaymakers get?
1. Complete the sentences using avoid, have to, mustn’t, or should.
1) In hot weather, you __________ drink a lot of water and keep the sun off your
head.
2) __________ lying in the sun too long during the first few days of your holiday.
3) __________ go swimming after eating a heavy meal or drinking alcohol.
4) You __________ jump or dive into the hotel swimming pools.
5) You __________ put sunscreen on again after you have been swimming.
6) You __________ tell the rep and the hotel staff if you are allergic to anything.
7) In less developed regions, __________ eating uncooked dairy products,
vegetables and salads.
2. Which of the expressions give advice and which describe an obligation?
3. Now write advice about safety and security for visitors.
1) __________ convert traveller’s cheques on a daily basis.
2) __________ carry more cash than you need.
3) __________ come out of the sea if the lifeguards tell you to.
4) __________ know where the nearest fire exit is in your hotel.
5) __________ open the door of your room to a person you don’t know.
6) __________ carry a wallet in the back pocket of your trousers or jeans.
7) __________ swim in the sea when the red flags are flying.
8) __________ use credit cards for larger purchases.
9) __________ walking down dark streets late.

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 Contenidista Licenciatura en
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Vocabulary

Holiday health

1. Look at the health problems in B. How many do you recognize?

2. Can you add any more expressions?
3. Match expressions in A with continuations from B.
A B
1) I’m… a) A rash
2) I’ve got… b) A sore throat
1) I feel… c) Allergic to…
1) It’s… d) An upset stomach
e) Bruised
f) Diabetic
g) Diarrhoea
h) Dizzy
i) Red
j) Sick
k) Sunburn
l) Sunburnt
m) Swollen
n) Toothache
o) Unwell

4. Which are the most common problems for tourists.

1) At a beach resort?
2) Travelling in a tropical climate?
3) Doing adventure tourism?

Customer care

Have you got the right attitude?

Every member of overseas staff is a

representative of the organization and should
always have a positive attitude to customers,
acting in a professional manner at all times.
There are certain rules you must respect.

Decide which of these rules are in the “always” section, and which are in the “never”
section.
1) Be loyal to the organization.

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2) Respect the buildings and equipment where you work.

3) Criticize the organization to, or in front of, customers.
4) Be friendly and courteous with both colleagues and customers.
5) Argue or swear in front of customers.
6) Lose your temper at work.
7) Drink alcohol at work.
8) Separate your private and professional life as far as possible.
9) Respect the views of others.
10) Act in a way that could put anyone at risk.
11) Be honest and constructive.
12) Ask if there is anything you are unsure about.

Reading

Tips on tipping

1. Read the article and complete the table with the amount or percentage for each tip
mentioned.

At the other end of the

How to tip in different countries spectrum are countries
If you’re travelling overseas on holiday this summer, where tipping is a way of
the preparations may already seem overwhelming –so life. The first word many
the last thing you’re likely to worry about is tipping. travellers to Egypt learn is
You could regret that, however, once you’re sitting in baksheesh (tip), and anyone
the back of a taxi, wondering how much to tip, if at dealing with or helping
all. tourist will expect a small
In India, for example, you could have saved yourself a tip, say 5 or 10%.
headache by finding out beforehand that you should When travelling in Europe,
round the taxi fare up to next 10 rupees and give it’s easy to assume tipping
porters 10 rupees a bag, if the concierge got you your customs will be the same
taxi on your way out to dinner, he would appreciate everywhere. But this isn’t
five rupees, and at dinner it’s appropriate to tip 10% necessarily so. Take
of the bill, unless a service charge is included. restaurants. Some include
service charges, others don’t.
Tipping as an insult
Even there is a service charge, you may be expected to
Tipping in developing countries and Asia is perhaps tip a little extra. In Denmark, tipping isn’t expected in
the most confusing. Not only do customs vary hugely, restaurants at all. In Belgium, Finland, Hungary,
but there are often ethical and cultural factors to Iceland, Norway, Portugal, and Sweden, you should
consider. Keen to avoid an awkward situation, many tip 10%, but only if there’s no service charge. In
tourists will be generous. However, this strategy might Austria, Czech Republic, France, Germany, Greece,
not be as acceptable as you would think. Holland, Italy, Luxembourg, Spain and Ukraine, you
In many cultures, for example particularly in Asian should 5% to 10%, even if there’s a service charge.
and Pacific countries such as Japan, tipping is actually Do you research
perceived as an insult. You could even end up
breaking the law –in Vietnam, tipping is illegal. Researching tipping practices is relatively simple.
There are…

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Taxis Restaurants
Belgium
Czech Republic
Denmark
Egypt
India
Japan

2. Read the article again. Write T (True) or F (False).

1) It’s good idea for tourists to find out about tipping before leaving home ___
2) In India, you should tip a porter 10 rupees for carrying your bags ___
3) If you are not sure how much to give, be generous ___
4) Tipping is more or less the same in European countries ___
3. Which piece of advice about tipping was the most surprising to you?
4. Which country in the article seems most like your country in terms of tipping?

Activity 4: Writing

Local tips
Sunseeker Holiday

1. Produce a leaflet giving tourists advice on health and safety.

Include information on
 Health and safety when sunbathing
 Safety in the sea and around the swimming pool
 Security when staying out late
 Tipping in hotels, restaurants, taxis, etc.
2. Write an introduction for your leaflet like the one above.

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 Contenidista Licenciatura en
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Universidad Católica de Santiago del Estero

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