Writing 2       pag 51


Giving a good impression

1. Always dress neatly and tidily. Keep your shoes clean and polished and your clothes well-pressed.
2. Bring your hair decent, not use color extravagant.
3. Always wear the uniform clean and pressing.
4. Always receives a customer with a SMILE.
5. Never talk about one client in front of others.
6. Maintain good eye contact with your client.
7. Be loyal to the company, do not blame other staff for mistakes.
8. Listen  carefuly  and if its necesary, take notes.
9. Be realistic when you're in front of the customer if you know something  be honest.
10.  When you're with your client have a contact eyes.
12. Carry our your promise within the stated time limit.


IMPORTANT:
Another very importart thing NEVER SAY NO, always have another alternative o offer another thing.

Writing 12,    pag 60

FAX
To: Gary Richards
From: L. Atienza, Airport Administration
Date: 19/04

Dear Mr Richards.

I have already read your FAX, and firs until anytthing I do apologize and thank you for tell us everything that you didn't like or your saw wrong.

1. Every 5 hours we are going to send someone from our staff to supervise every check in, and in case that it doesn't work we'll send someone from reception to help in this situation.
2. Things are going to change at the moment you check in you're bag will be weighed in case you have and excess of baggage in that moment you'll pay the extra charge.

3. They'll be faster. because at the moment they give food at the airplane, onche the passengers finish their food the airline hostess will pass trough all the plane with a garbage bag so the passengers can trought their trash and that way It will be easier to clean the plain once they the passengers go.

4. We were using only one because one of those was out of service, but this week we will recieve the other form the workshop.

5. Yes, at the plane door there will be airline hostess, checking that every person only has one cabin baggage, and in the middle of the plane they will be another airline hostess helping the passengers putting it away.

6. We have a lot of flights so its almost impossible to handle thaat, it must that we had some complications with the plane, but what we can do to apologize with you for you're waiting is to give you a bonus of 60 dlls for you're next flight. 

Again thank you so much for sent us your FAX. The opinion of every peron is very important for us.

Your  sincerely,
Sarahi Fuentes
L. Atienza, Airport Administration

UNITT 8      pag. 41

Instructioins for Travellers to India

During  the day temperatures are high and so for comfort we recommend lightweight cotton clothing in preference to synthetic fabrics. Early morning and after sunset can be cold, so you will need a jachet and woollen sweater or cardigan. Although it is usual to change for dinner, smart casual wear is acceptable even in the best hotels, so jacket and tie are optional.

When sightseeing you will find a pair of flat sturdy walking shoes indispensable.

Suitable clothing should be worn when entering temples and other religious buildings. Visitors may not be permitted entrance if they are wearing shorts or have bare shoulders. Woman are advised to wear clothes which  cover both their shoulders and their knees.

It is not permitted to walk through temples or mosques wearing shoes, and occasionally bags and belts must also be left at the entrance. Canvas overshoes are usually provided, for which a small tip of about 5 rupees is customary.

Writing 2    Pag  48

A STAY IN PARADISE

This secluded holiday complex is within easy reach of the rocky bay and the sea. There are four floodlit tennis courts available to guests and the Sandy Lane Golf Club is just a free-of-charge bas ride away.

Hole Town exudes an easy-going atmosphere ideal situated with its cobbled streets and whitewashed houses. Watch the short world go by from the many welcoming cafe terraces or mouth-watering sample dishes in the restaurants.

TANGIER

Tangier with its colored  bazaars and type architecture provides a taste of the Orient. It has amazing sporting facilities, incluiding golf, tennis and sailing. Watersports can be fully enjoyed along its coats which have gorgeus  beaches. You can try your luck in the fancy casino or windows-shop down the extensive boulevards of the quarter. The fantastic  Mendoubia Gardens, a  huge palace and antiquities are just some of the many attractions that Tangier has to offer

Speaking 1  Pag. 46

CUBA

OUTLINE ITINERARY

DAY 1
Depart London at 7:00 o´clock mid-morning Tuesday on VIASA via Caracas, Arrival late evening in Havana. Moved to the Hotel Plaza, opposite Central Park in old Havana, the area famed for its old Spaish days. The night will be available free to every customers.

DAY 2 - 3
After breakfast, the guide will accompany us in an unforgettable visit to Havana. Tour for the  handicraft centre and the Guanabocoa museum on the outskirts of Havana, which has rooms dedicated to the influence of Africa cultures on Cuba. You will have the opportunity to visit museums, the most wonderful places, and appreciate the city´s architecture and you will have free time to wander the streets of Havana. Visit to the Museum of the Revolution, the old fort and the Cathedral.
The lunch will take place in one of the most typical restaurants of the city.

DAY 4 
After breakfast,  visit to a cigar factory, famous brands as Partagas and Ramon Allones. Transfer to the airport for the flight to Santiago de Cuba in the east of the island, famed for the buildings and beautiful settings. Overnight stay at Las Americas hotel.

DAY 5
After breakfast we will have a City tour, incluiding the Moncada barracks which Fidel Castro and a group of followers failed in the storm of 1953 in an early abortive attemp to seize power. Along the way we will visit a Good museums in Santiago  include the Casa Velazquez dating back to the 16th Century and the Museum Bacardi. Optional entry.
The food will take place in a typical local restaurant, after you can visit The Soroa orchid garden.

DAY 6
Excursion to the Basilica in El Cobre,where it is possible to give a ride for their fascinating historic buildings. The food will be at the restuarant La Arboleada, a village from 18 miles northwest of Santiago. Transfer to the airport and we will return to Havana, which we will transport you to the Hotel Plaza.


DAY 7
You can spend the morning with your personal pleasures, for example, relaxing in the unique beaches in the Caribbean.  After lunch, we will transferred you to the airport or where you can continue the vacations.

WRITING 1
19 Write a checklist of points for newly-trained staff to remember when making a booking.

1.CALL STAR; Good mornign/Good evening/Good night Holiday Inn it serves Sarahi Fuente cant I help you?
2. ASK the name of the client, the date of recervation,  the number of persons that will be accompanying,  the type of rooms, the night will be few etc..
3. RATE QUOTE; Confirmation of booking
4. How is going to be the PAYMENT; cash or credit card, and if the client pay by credit card she/he should sign the credit card.
5. CHECK THE INFORMATION; repeat, confirm the information, give the rate.
6. END OF CALL; Give key of reservation, confirm the information, remember the date of booking, ask the telephone and said: The name of the reservation is ........of.......to the.....for.......nights.
Rate of..... in .........room. The check in is...... and the ckeck out........
7.FINALLY SAY TO THE CUSTOMER; Can I help you for another thing...it serves Sarahi Fuentes, thank you for call to Holiday Inn. Having a excellent day.


WRITING 2
21 Write a letter of confirmation to J. Wilkes, enclosing the tickets and the detaials of the holiday in Venice and Verona

Dear Mr. J. Wilkes.


Thank you for your confirmation. We have the details  of your holiday, your are going to stay seven days  of July 15 to Agust 25.

And we need to you choosse one of the programme that will in the second sector of the Arena in Verona. Performance of: La Boheme, Norma, Nabucco, Aida and Otell.

This package incluide the flight from LGW, three nights HB accommodation in Verona at the Hotel Borghetti in ensuite rooms. Three nights bed and breakfast in Venice at the Gran Hotel Principe on the Gran Canal. Waterbuses to St. Mark´s Square depart from the main station just a few metres away. All transference between the hotels and the airports, plus the services of local hosts and guides. The price of them are 795 pound and Insuarence 18 pound.

I hope your choice of programme, if you have any question plis let me know.

Iam at your service.


Complete  the  followings senteces with any word except dollars or any other money  word. i wish i had a million...... because ... before you write your pharagraph make a list of 5 posible anwers.

UNIT  4
Writing 1

Currency fluctuations have many British holidaymarkers there going to countires where the pound buy more. The USA, Turkey and Italy  are more attractive than Spain, France and Grece there business are going down.

Last year 8.2FF was the equivalent of one pound, now the pound is 7.8FF. So that means that the British travelers lose  30 on every  500 transaction. This also has been reflected in holidays bookings wich is down a 7% on 1994. Also happened in Spian business too. Bookings to the end of April show their share the UK market down 2%, from 44% to 42%.

In the USA and Turkey the pound has risen. Turkey has a consequence, nearly double its market share whick is now standing at 7%. However swings in favourable courrency rates mus balance against the cost of meals and services. 1 buys 60% more Turkish lira but then the cost meals and services has doubled.