written english for tourism

Written English for Tourism

Level 2

Information Pack Contents: Sample Paper Model Answers Extended Syllabus

QUESTION EXAMINER’S NUMBER USE ONLY

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SERIES 1 EXAMINATION 2001 3

WRITTEN ENGLISH FOR TOURISM

SECOND LEVEL

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(Code No: 2043)

TOTAL

THURSDAY 8 MARCH Instructions to Candidates (a) The time allowed for this examination is 2 hours 30 minutes. (b) Complete all 4 tasks. (c) The information that you may need could appear anywhere in the paper. (d) Use the spaces in the combined question and answer booklet to complete the answers. If more

space is needed for answers or rough notes, use the supplementary sheets provided and secure them inside your booklet with your name and candidate number clearly written on each sheet. Rough notes should be clearly crossed through.

(e) Credit will be given for correct spelling, punctuation and grammar. (f) Accurate and appropriate communication is required rather than a particular number of words. (g) When you finish, check your work carefully. (h) The use of standard English dictionaries and cordless non-programmable calculators is permitted.

Candidates whose first language is not English may use a bilingual dictionary. ENTER DETAILS BELOW CANDIDATE’S NAME IN FULL as it is to appear on the certificate IDENTITY CARD NUMBER………………………

Subject Code Number……………2043 …………………. Candidate’s Number……………………………………….. Centre code………………………………… Full Private Address……………………………………………………………………………………………….. ……………………………………………………………………………………………………………………….. Centre Name and Address………………………………………………………………………………………... ……………………………………………………………………………………………………………………….. STATE HERE THE NUMBER OF ADDITIONAL SHEETS HANDED IN 2043/1/01 MH E 2043 1 T BH

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You work in the travel department of a large organisation, Lanacre. You receive a memo from the new Sales Manager, Rachel Denton, asking you to organise her travel arrangements to Rio de Janeiro, Brazil. Read the memo.

MEMORANDUM To: Travel Department From: Rachel Denton Date: 6 March 2001 Subject: Travel arrangements to Rio de Janeiro I have just joined LANACRE and am not sure of the procedures for travel. I have been asked to attend a meeting in Rio de Janeiro on 14 – 17 March and need some information. Could you advise me of the following please: (a) I would prefer to travel business class, as it is a long-haul flight and I would be

able to work on the journey. Am I able to do this and do I need authorisation? (b) Do I need inoculations? Does the company cover me for medical problems? (c) I have not been to Brazil before so would be grateful for any general

information and hints on doing business there. (d) I would also appreciate your suggestions for hotel accommodation. With thanks

Lanacre’s travel policy is to allow business class travel for managers travelling on long-haul flights. The company arranges annual medical insurance for all its employees who travel on business. Your organisation has an arrangement with the Savoy Othon Hotel in Rio. 2043/1/01

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TASK 1 Consult the Guide to International Travel and extract the information that will be useful to Ms Denton.

2043/1/01 CONTINUED ON NEXT PAGE

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TASK 1 CONTINUED Reply to Rachel Denton’s memo and include all the necessary information she requires.

LANACRE

MEMORANDUM To: From: Date: Subject:


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TASK 1 CONTINUED You may continue writing your memo here.

(35 marks)

2043/1/01 OVER

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Rachel Denton has telephoned you to ask you to book flights (outbound on 12 March departing London Gatwick BN 2247 at 2200 arriving next day 0940 hours) and to make a reservation at the hotel. If possible, she prefers a non-smoking room and she would also like to know if there is a half-board arrangement. TASK 2 Send a fax to the hotel and make the booking. Request all the essential information you require.

LANACRE 101 Shenley Road

Borehamwood Herts

WD6 1EH Tel: +44 020 8382 5885 Fax: +44 020 8382 5511

FAX MESSAGE To: Date: From: No. of pages (including this page)


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TASK 2 CONTINUED You may continue writing your fax here.

(20 marks)

2043/1/01 OVER

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Rachel Denton has returned from her trip. She was very happy with the standard of catering and service on the flight. However, on the outbound journey she was not allowed to take a small case, containing personal items and papers, and her laptop computer into the cabin with her as the airline check-in staff insisted it was too heavy. This meant that she could not work on the flight out, as she had intended, and she had to work very late in her hotel room on arrival, when she was tired. Although she has travelled with various airlines at least nine times in the past year for her previous company, she has never had this difficulty with an airline before, although she carried similar equipment as hand luggage. She is not a member of any particular airline executive club. She intends to write to the airline about the problems she experienced. On the flight she was asked if she would complete a questionnaire. TASK 3 Complete the questionnaire (on her behalf) using information from Tasks 1, 2 and 3.

QUESTIONNAIRE

Thank you for choosing to travel with BRITISH NORTHATLANTIC. To assist us in providing the very best for you, our customer, we welcome your feedback on the service we provide. Therefore, we would like you to complete this short questionnaire. Title First Name Family Name …………. Executive Club No (if applicable) Unfortunately no replies can be given to individual questionnaires, however if you have any specific comments that you wish to make to which you would like a reply, please write to the Customer Relations Department on yourreturn. 1 Please tell us your departure details Flight number Day Month Year Home departure airport (Please indicate the correct answer with an “x”) 2 How long was your trip? ………. Less than 3 nights ………. 3 – 7 nights ………. 8 – 14 nights ………. More than 14 nights


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TASK 3 CONTINUED

3 What was the purpose of your trip? ………. Leisure ………. Business ………. Visiting family or friends 4 How would you describe the service you received on your flight? ………. Excellent

………. Good ………. Fair ………. Poor 5 What class did you fly in?

………. Concorde ………. First ………. Business ………. Economy 6 Please rate your overall satisfaction with the service you have received from BN. ………. Excellent

………. Good ………. Fair ………. Poor 7 How often have you travelled on business or leisure during the past year? Each return journey counts as one

trip. ………. 1 – 3 trips

………. 4 – 7 trips ………. More than 7. Please specify ………. 8 Are there any additional comments you would like to make.

(20 marks)

2043/1/01 OVER

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TASK 4 Write the letter of complaint to the airline to be attached to the questionnaire. (British Northatlantic Customer Relations, PO Box 5619, Sudbury, Suffolk CO1 0PG).


Borehamwood Herts

WD6 1EH Tel: +44 020 8382 5885 Fax: +44 020 8382 5511


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TASK 4 CONTINUED You may continue writing your letter here.

(25 marks)

2043/1/01 © LCCI CET 2001

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Model Answers Written English for Tourism Level 2

Series 1 2001 Model Answer to Task 1

LANACRE

MEMORANDUM To: Ms Rachel Denton From: A Candidate Date: 8 March 2001 Subject: BUSINESS TRAVEL TO RIO With reference to your memo of 6 March, I would like to confirm the following:

• Managers are entitled to travel business class on long haul flights. You do not need additional authorisation.

• It is recommended that you have the following inoculations:

- Malaria, meningitis, polio, tetanus, Typhoid, Hepatitis A. You should also check nearer the time if you need Diptheria and Hepatitis B.

• Lanacre covers all personnel for medical problems when travelling on business.

• The following general information may be useful to you:

- Temperatures in March will be 22º - 28ºC but you should expect rainfall of about 130mm- Visas are not required for stays of less than 90 days but please note your passport

should be valid for at least 6 months - The Electricity supply is 220 V - The Currency is the Real - Normal office hours are 0900 – 1800 Monday to Friday - In Brazil formal clothing is usual for business meetings and in restaurants - You will need business cards - It is quite customary to have a social interchange before business is discussed

• Our company has an arrangement with the Hotel Savoy Othon in Rio de Janeiro.

Please advise me if you would like me to make the necessary reservations for you. If I can be of any further assistance, please let me know.

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Model Answer to Task 2


Borehamwood Herts

WD6 1EH Tel: +44 020 8382 5885 Fax: +44 020 8382 5511

FAX MESSAGE To: Reservations Date: 8 March 2001 From: A Candidate No. of pages (including this page) 1

).

Re: Reservation – Ms Rachel Denton – 13 – 18 March 2001 I would like to make a reservation for Ms Rachel Denton in a single room (non smoking) with bath 13 – 18 March (6 nights She will be arriving at 0940 hours on 13 March into Rio de Janeiro on flight BN2247. Our company has an arrangement with you and we would be grateful if you would confirm the corporation room rate and availability for the above. Would you also please advise the half board rate. Thanking you in advance.

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QUESTIONNAIRE

Thank you for choosing to travel with BRITISH NORTHATLANTIC. To assist us in providing the very best for you, our customer, we welcome your feedback on the service we provide. Therefore, we would like you to complete this short questionnaire. Title MS First Name RACHEL Family Name DENTON …………. Executive Club No (if applicable) Unfortunately no replies can be given to individual questionnaires, however if you have any specific comments that you wish to make to which you would like a reply, please write to the Customer Relations Department on yourreturn. 1 Please tell us your departure details Flight number BN 2247 Day 12 Month March Year 2001 Home departure airport London Gatwick (Please indicate the correct answer with an “x”) 2 How long was your trip? ………. Less than 3 nights …X ….. 3 – 7 nights ………. 8 – 14 nights ………. More than 14 nights 3 What was the purpose of your trip? ………. Leisure … X …. Business ………. Visiting family or friends 4 How would you describe the service you received on your flight? ………. Excellent

… .X … Good ………. Fair ………. Poor

CONTINUED ON NEXT PAGE

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Model Answer to Task 3 continued

5 What class did you fly in?

………. Concorde ………. First … X …. Business ………. Economy 7 Please rate your overall satisfaction with the service you have received from BN. ………. Excellent

………. Good … .X…. Fair ………. Poor 7 How often have you travelled on business or leisure during the past year? Each return journey counts as one

trip. ………. 1 – 3 trips

………. 4 – 7 trips ………. More than 7. Please specify …9…. 8 Are there any additional comments you would like to make. BN ground staff at London Gatwick would not allow me to carry one briefcase, containing papers

and personal items plus my laptop computer on outbound flight, which caused me considerable inconvenience, as I was unable to work on the flight. Please see attached letter.

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Borehamwood Herts

WD6 1EH Tel: +44 020 8382 5885 Fax: +44 020 8382 5511

8 March 2001 British Northatlantic Customer Relations PO Box 5619 Sudbury Suffolk CO1 0PG Dear Sirs I flew with your airline on 12 March on flight BN 2247 from London Gatwick to Rio de Janeiro, Brazil. As you will see from the attached completed questionnaire, I was very satisfied with the flight and the service. However, I would like to complain that your ground staff refused to allow me to take both my laptop computer and my briefcase, which contained documents and personal items, into the business class cabin. This was very inconvenient for me as I needed to work on the journey. I had no option but to work in my hotel room when I arrived and when I was already very tired. I would like to point out that I have made at least 9 air journeys with different airlines this year and had no difficulty taking the same equipment into the cabin as hand luggage. I would be grateful if you would explain your regulations with regard to essential items of hand luggage but would comment that if this is your airline’s policy that I would not choose to fly with you in future. I look forward to receiving your reply. Yours faithfully Rachel Denton

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Extended Syllabus Written English for Tourism

Level 2 Aim The aim of this qualification is to examine the candidate’s ability to understand and write English using formats that are current and common in business communications in the travel and tourism industry. A successful candidate will demonstrate an ability to read business and tourism-related texts and work with a variety of authentic materials used in the travel and tourism industry to write apt and accurate English which is suitable for its intended purpose with a tone, form, layout, content and composition appropriate to the requirements of the situation Candidates will also need to provide evidence of their organisational and problem solving skills. Objectives A successful candidate will be able to:

• demonstrate an understanding of the business-related tasks and written communication required at supervisory level within the travel and tourism industry

• summarise or select appropriately from a passage/passages of text to produce a balanced, relevant message or a list or structured notes or a plan for a tour

• expand, reduce, rewrite, and reassemble elements of text for a requested purpose and omit irrelevant information

• respond adequately to given stimulus information and instructions to complete a variety of simulated practical tourism-related tasks

• demonstrate the ability to recognise implicit meaning an attitude and respond using an adequate level of cultural awareness and expression of appropriate sentiment and suitable tone

• use the specialised language of the travel and tourism industry • write business communication in a variety of forms (including: a memo, a leaflet, a notice, a

report, a commentary, an advertisement, a fax, a letter) using appropriate levels of clarity, relevance, economy, and logic plus a suitable layout for the form of communication required.

Target audience This qualification is specifically intended for people preparing for or working in the tourism industry, either overseas or in the UK. It examines their ability to work effectively at a professional, junior management level, using written business communication with English speaking colleagues in the industry and with international clients. Candidates will be expected to have a general business English proficiency equivalent to LCCIEB’s English for Business (EFB) Level 2 (the Council of Europe’s Threshold Level or the UK National Standards (NVQ) Level 2) but in addition will need to demonstrate their understanding and use of the specialised language and terminology used in the travel and tourism industry.

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Guide to assessment Syllabus topics 1 Business communication (letters, memos, faxes) 2 Promotional literature 3 Reports 4 Tour commentaries and itinerary planning 5 Lists and/or structured notes 6 Calculations of passenger numbers/requirements and costs 7 Notices and announcements 8 Tourism-related information processing and reformulation 9 Travel and tourism-related tasks* 10 The specialist language of the tourism industry In addition, candidates will be expected to demonstrate a level of general linguistic competence as outlined in syllabus topics 11 to 14. *These tasks will be set within the following possible contexts and candidates will be asked to adopt the working roles of: travel clerks and travel consultants in travel agencies and in business travel departments marketing assistants, travel organisers, finance staff in tour operations travel and tourism information officers in tourist information centres and tourist boards reception/front of house staff and supervisory/junior management grades in hotels conference and event organisers in conference centres and in hotels tour operator’s representatives at holiday resorts tour guides on coach tours and on tourist sites entertainment officers, tour operator’s representatives, supervisory staff on cruise ships customer/public relations officers, supervisory grades at leisure centres, theme parks and camp

sites and in airlines. Coverage of syllabus topics in the examination Tasks may be set in any of the above topic areas. Usually there will be a logical progression of tasks to be completed within a given scenario. Information for tasks is often linked and candidates are strongly advised to read through the whole paper before attempting Task 1. Examination format Candidates are assessed via a 2½-hour written examination paper consisting of 4 compulsory questions which can vary in the order they appear. One question, worth 20 marks, will be a reading comprehension based on business and tourism

texts together with extracts of information taken from a variety of published authentic guides, promotional materials, manuals, maps, plans and graphic data. Candidates will be asked to read/scan, summarise and select information to the specific criteria scenario/situation described in the question. Short answers will be required and may require some calculations. Candidates will need to be familiar with the specialist vocabulary, terminology and abbreviations of travel and tourism

There will be a follow up question, worth 20 marks, in which candidates will be asked to produce structured notes based on the information given in the comprehension based task or plan an itinerary. They may also be asked to write a short business communication, in the form of a fax, memo or message requesting additional information or clarifying information according to the requirements of the scenario or to write an announcement, notice or advertisement.

A third question, worth 35 marks, will involve an extended writing task. This will be based on the extracts of information provided for the reading comprehension task with some additional data. Candidates could be asked to write promotional material for a leaflet or brochure, a tour commentary or a travel itinerary supported by advice and recommendations, or a report. Alternatively, they could be asked to write a letter of confirmation to a client, detailing complex travel arrangements.

The fourth question will require candidates to write a letter or fax dealing with a problem or a complaint. This will be worth 25 marks.

Extracts of travel information taken from published international travel guides, manuals, timetables, maps, as well as English tourism texts are used to support the questions and provide the data on which tasks are based. Business standard formats are provided for answers requiring letters, faxes, memos and booking forms.

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Candidate answer guidance This examination goes beyond Level 1 by testing more complex writing and understanding. It requires candidates to demonstrate skill and judgement both in the selection and organisation of the travel or tourism product to client specification and of dealing with difficulties and problems that often arise. They may also be requested to extract information from a variety of sources and represent it in a specific genre/style, eg for advertising/media materials. Candidates will need to demonstrate that they can read and use typical international travel and tourism manuals, timetables and guides and understand the industry specific vocabulary, terminology and abbreviations that they contain. Where possible, candidates should avoid copying whole phrases or sentences from the examination paper or inventing information, unless specifically required to do so. Candidates are allowed to take one dictionary into this examination which may be either English or foreign language/English; the LCCIEB cannot undertake to advise on which dictionaries to choose and candidates make the choice entirely at their own risk. Poor quality dictionaries may be misleading and candidates will lose time looking up words if they frequently have recourse to them. Students are also allowed to use a basic calculator. Candidates are also recommended to refer to the Examiner’s Reports/Model Answers and past question papers for Written English for Tourism Level 2 which are available from the LCCIEB. Varieties of English The Board will accept any of the main varieties of English (British, North American, Australasian) in candidates’ answers as long as candidates are consistent in the variety they use. Candidate performance measurement Pass mark information Pass 50% Credit 60% Distinction 75% Mark allocation The weighting of marks will be:

clarity and appropriacy of layout 10% style, tone, suitability to the task 20% content and communication of message 50% correct use of English (grammar, spelling etc) 20%

_________________________________________________ TOTAL 100% Recommended Reading and support material At the time of publication of this Extended Syllabus, there is no one definitive text book to support studies for this qualification. However, the following publications may be helpful and useful: Title Author Publisher ISBN Code Going International - Keith Harding Oxford University Press 457400 8 English for International Tourism Jacob / Strutt Longman 23753 x Suggested Supplementary Books Tourism Neil McBurney Prentice Hall 0-13 186370 3 The World Is Out There Waiting Landry / Fesmire Paramount Publishing 0-13 4747356 Suggested additional materials World Travel Dictionary Editor: Richard Englisch Columbus Press 0-902221-10 9 World Travel Atlas Columbus Press 094639 395 8 Calculations for Travel & Tourism Gordon E Gee Hodder & Stoughton 0-340 55152 6 Additionally, the Examiner’s Reports, Model Answers, and past question papers for Written English for Tourism Second Level are recommended.

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Syllabus topic and Items covered 1 Business communication (letters, memos, faxes) Candidates must be able to:

1.1 Write letters, memos and faxes for a variety of travel and tourism situations including requesting and confirmation of information and decisions, providing information, responding to/making a complaint/apology, expressing concern, regret, agreement, disagreement, dissatisfaction, approval, mediation etc.

1.2 Adopt an appropriate tone according to instructions given in the rubric or to the requirements of the message

1.3 Provide a logical order to the content 1.4 Utilise an appropriate, consistent layout

2 Promotional literature (brochures, leaflets, advertisements) Candidates must be able to:

2.1 Write promotional literature on a variety of tourism topics including advantage of a specified travel/holiday product, special offers, etc, to advertise for staff/facilities/services to specified criteria, using an appropriate style and tone

2.2 Select the information relevant to the purpose of the communication 2.3 Display the qualities of clarity, ease of understanding, logical order 2.4 Utilise an appropriate layout

3 Reports Candidates must be able to:

3.1 Write reports on a variety of subjects including investigation into problems and complaints, customer opinion, a survey of the work of a specified person/department, analysis of the qualities of a resort, hotel, etc

3.2 Use an appropriate, consistent layout 3.3 Select the information relevant to the purpose of the report 3.4 Organise the report material into a logical order

4 Tour commentaries and itinerary planning Candidates must be able to:

4.1 Read, extract, summarise and select information from a variety of sources on the location, history, climate, background and general/tourism interest of a city/resort/site

4.2 Write an interesting commentary in an appropriate tone and style, including all essential information

4.3 Plan, organise, explain and present information in a logical, geographical/sequential order and give all essential travel details and information, where relevant

4.4 Use appropriate, consistent layout 5 Lists and/or structured notes Candidates must be able to:

5.1 Select information from a variety of written sources and present it as a list or a set of notes

5.2 Use appropriate, consistent layout 5.3 Compile lists or notes which have the qualities of clarity, reasoned grouping, logical

order 6 Calculations of passenger numbers/requirements and costs Candidates must be able to:

6.1 Check texts, lists, invoices, extracts from authentic, published travel and tourism manuals and holiday brochures to determine costs of travel, services, entry tickets, accommodation, number of passengers, journey/event duration, etc, and represent this information accurately, clearly and logically according to the situation

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7 Notices and announcements Candidates must be able to:

7.1 Write notices on a variety of topics, including • re-organisation of itineraries giving directions giving information on timing and location of meetings or events making apologies

7.1 Write a variety of instructions/directions, including • the use of facilities • the use of equipment • joining tours • locating places by road/foot

7.2 Give warnings for difficult/dangerous situations 7.3 Use an appropriate, consistent layout 7.4 Display the qualities of logical order, correct tone, and appropriate language

8 Tourism-related information processing and reformulation Candidates must be able to:

8.1 Scan for information from a variety of internationally available travel manuals, timetables and guides and extract information as instructed in the rubric to specific client criteria or situation

8.2 Understand and use the specific vocabulary, terminology and abbreviations, generally used by the travel and tourism industry

8.3 Decode information as instructed 8.4 Represent information as specified accurately and without ambiguity

9 Travel and tourism-related tasks

Candidates must be able to: 9.1 Check, calculate, modify, and represent information as instructed in the rubric 9.2 Complete forms from a variety of data 9.3 Deal with enquiries, emergencies, problems and complaints 9.4 Select, plan, organise and provide information to client specific criteria, including

designing tour/travel itineraries 9.5 Carry through reservations processes 9.6 Demonstrate a good understanding of world geography and of the job roles of people

working in the travel and tourism industry 10 The specialist language of the tourism industry

Note: Teachers and Candidates are strongly advised to ensure that they are familiar with the examples of tourism specific vocabulary and terminology indicated in the English for Tourism Syllabus at Level 1. (See Appendix A in this document) Candidates must also be familiar with the specialised vocabulary, idiomatic expressions, terminology and abbreviations commonly used in the travel and tourism industry including for example: 10.1 Vocabulary and terminology such as:

• add-on (additional/extra arrangement or charge) • airside (after check in, passport control, etc) • allocation (assignment of rooms/seats) • block booking (group reservation) • bond/bonded (guarantee of protection) • bucket shop (agency selling discounted tickets) • caterers (company providing prepared food) • collision damage waiver (CDW) (extra insurance protection against damage to a

hired car) • complimentary (free of charge) • convention/seminar (meeting of delegates from an organisation) • coupon (portion of a travel ticket) • deposit/option reservation (reservation held with an advance payment or for a

short time without commitment) • excursionist (person staying less than 24 hours)

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• fly cruise/fly drive (combination of air and sea or air and car hire transportation) • front/back of house (reception area of hotel/administration area of hotel not

usually in contact with guests) • game/wildlife (wild animals for hunting/viewing) • gateway (main arrival/departure point for a tour/service) • ground operator/arrangements (agent organising services for a company or group

at the destination) • guest house (small commercial establishment offering accommodation for

tourists) • handicrafts/souvenirs (articles made by hand and bought by tourists to take

home) • inbound/outbound tourism (passengers arriving into/leaving from a country) • infrastructure (provision of roads, services, airports, stations, local transport,

accommodation, restaurants, etc. needed to support tourism requirements) • manifest (list of passengers on a ship/plane) • picnic (packed meal) • rack rate (published, regular cost of a hotel room) • revalidation sticker (attachment showing changes to a travel reservation) • rooming list (names of clients and their requirements for accommodation) • route planning (detailed journey plan) • self catering (accommodation with facilities to prepare food) • side trip (excursions) • short/long haul (air travel or more/less than 5 hours, usually) • special interest tour (holidays for people interested in specific activities) • special needs (special requirements eg for passengers with a physical disability) • stabiliser (a device which limits a ship’s rolling movement) • to stow (put away luggage, etc) • tariff (charge/cost) • time zone (calculation of time before/after GMT in any part of the world) • tip/gratuity (additional percentage payment for a service) • trek (travel on foot) • up market (higher quality/more expensive) • venue (place agreed for meetings)

10.2 Descriptive nouns used in guide books such as hideaway or retreat 10.3 Geographical features (eg volcano, stream, delta, bay, shoreline, cliff, oasis) 10.4 Imported words (eg a la carte, barbecue, bidet, buffet, couchette, cuisine, chalet, duvet,

deluxe, detour, en route, fiesta, terrace) 10.5 Phrasal verbs, including for example:

• to come across • to come to • to cut off • to drop off • to drop round • to go ahead • to go off duty • to go round • to hand out • to hand back • to move onto • to off load • to pass through • to see off • to speed up • to slow down • to stand by • to upgrade • to walk through • to wander round

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10.6 Abbreviations such as: • Hrs hour (the flight will depart at 15.30 hrs) • Day 1 Mon/Monday • Day 2 Tue/Tuesday

Also the use of codes for City/airport/currency (eg LHR-London Heathrow Airport, QF –

Quantas Airways (Australia), US$ - American Dollars, etc)

11 Linguistic competence (structures) Candidates must be able to use: 11.1 Recognise and use the following verb forms

• the simple passive (eg Doors are locked at midnight) • the continuous passive (eg Tickets are being sent first class) • the past continuous (eg I was telephoning the airport all morning) • the past perfect (eg He has paid the bill) • the future using intend to and about to (eg They are about to take off) • the modals could, shall, should (eg She could start work in reception tomorrow) • gerunds (eg clients enjoy sitting in the hotel gardens)

11.2 Recognise and use the following verb forms • the present perfect continuous (eg I have been reading your report) • the modals have to and ought to (eg You have to have inoculations for typhoid…)

11.3 Recognise and use the descriptive adjectives quite and rather (eg Bookings will be quite good next month / This situation is now rather urgent)

11.4 Recognise the descriptive adjective the same as (eg Our prices this year will be the same as last year)

11.5 Recognise and use the indefinite pronouns someone and nobody (eg Someone ought to pay them a visit / Nobody is to use the swimming pool)

11.6 Recognise the indefinite pronouns each and both (eg One for each passenger / We’ll use both coaches)

11.7 Recognise and use the relative pronoun whom (eg To whom was the problem reported?)

11.8 Recognise and use the quantifiers enough and much (eg We have enough bar stock / We won’t need much foreign currency)

11.9 Recognise and use the following clauses • the first conditional (present tense in the if clause, will, shall or imperative in the

main clause) (eg If you need the brochures quickly, I will send them by special delivery)

• the second conditional (past tense in the if clause would, should in the main clause) (eg If you travelled to that destination you should have inoculations)

11.10 Recognise the third conditional (past perfect in the if clause, would have / should have + past participle in the main clause) (eg If you had wanted the brochures quickly, we would have sent them by special delivery)

12 Linguistic competence (concepts) Candidates must be able to understand and express the following concepts:

12.1 Space 12.1.1 distance

- from, to - remote

12.1.2 direction -prepositions (eg across, along)

12.1.3 location - nouns (eg place/position) - verbs (eg to be suited0 - relative position (eg below, adjacent, at the side of)

12.1.4 direction (eg compass points NW, SE, direct route to …, towards) 12.2 Time

• telling the time (eg quarter past / to) • divisions of time (eg moment, minute) • sequence, simultaneousness (eg first, at the same time, later on) • frequency (eg once / twice a … day / week / daily / weekly / rarely, occasional)

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• duration (eg during the journey) • commencement (eg to begin/finish) • the 12 and 24 hour clock

12.3 Number and quantity

• all cardinal numbers • all ordinal numbers • portions (eg half / two thirds) • minimal amounts (eg at least 10) • minus/plus (eg it’s minus 5 degrees in January) • quantity (eg per cent, total)

12.4 Quality

• size (eg large / tiny) • texture (eg rough) • colour (eg dull / bright) • material (eg glass, concrete) • smell (eg odour, perfume) • taste (eg flavour, mouth watering)

12.5 Evaluation and opinion – a limited range of adjectives (eg high/low quality,

fine/nice/poor, success/failure, normal/strange)

PLUS those used to describe places, facilities etc used in guide books and brochures (eg spacious, unpretentious, dramatic, casual, enchanting, renowned, relaxed, enthusiastic, spectacular, elegant, scenic, secluded, panoramic)

12.6 Expressing acceptability (eg successful, special) 13 Linguistic competence (vocabulary)

Candidates must be able to use vocabulary in the following areas: 13.1 Personal identity and family (eg forename / family name / relationships / call

(oneself/someone) / address / male/females) 13.2 Character and disposition (eg pleasant/unpleasant, quiet/noisy, active/lazy) 13.3 Physical characteristics (eg fair/dark haired, fat/thin/slim, pretty/plain) 13.4 Socialising

• greetings (eg How are you keeping? / How are you?) • weather conditions (eg climate / sunny / thunderstorm / rainstorm / humid / mild /

shade) • hobbies and interests (eg DIY / photography) • entertainment (eg cable television / concerts / comedy) • personal preferences (eg …is all right but … is better/more …) • hobbies and interests (eg fishing / photography / sailing) • sporting activities (eg football / tennis)

13.5 Entertaining visitors • spare time / programme / leisure • places of entertainment (eg theatre) • arrangements (eg I’ll book the tickets/seats for the concert)

13.5 Company premises and personal accommodation • house, office (eg (un)furnished / to rent / for sale) • furniture, furnishings (eg desk / chair / lighting / curtains) • cost (eg £40 per square metre) • amenities (eg fax / fitness centre / nursery) • region, locality (eg industrial / rural / urban) • hotels (eg reservation / full/half board / reception) • instructions/regulations (eg open the door / press the button)

13.6 Travel • type of vehicle (eg car, taxi, coach, shuttle, vessel, cruise ship/yacht, limousine,

wide bodied jet) • railway station / reservation / ticket office / one way ticket

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• plane / airport terminal / check-in / boarding pass • passport / frontier / border / visa • life jacket / safety belt

13.7 Purchasing sales, purchasing (eg place/cancel an order, commission) spending (eg rates / discounts / credit cards)

13.8 The workplace • occupation, profession (eg secretary / technician / tradesman) Also job titles in

the travel and tourism industry (eg air steward, ship’s captain, resort representative etc)

• work relationships (eg employee / employer / assistant / team leader) • correspondence (eg correspond with / telex/email) • routines (eg start/stop work / coffee breaks / salary / wages) • prospects (eg promotion / training / learning about)

14 Linguistic competence (functions)

Candidates must be able to recognise and use expressions of: 14.1 Wishes and hopes (eg I wish I could …/ I hope you enjoy …?) 14.2 Preferences and opinions (eg I prefer …/ As I see it I think we should …/ Her view is..) 14.3 Apology, gratitude, pleasure (eg We (do) apologise / Thank you very much (indeed) /

It was kind of you to …) 14.4 Anticipation, surprise (eg We look forward to … / She finds it surprising that …) 14.5 Regret, dissatisfaction, anger (eg We are sorry that … / This is not what we had in

mind / This is not what we expected) 14.6 Agreement, disagreement (eg We (quite) agree that / Naturally, we believe … / That is

not …) 14.7 Correction of misunderstanding (eg Can you explain …, please? / What we meant

was …)

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APPENDIX A Extract: Section 5 of the Extended Syllabus for Written English for Tourism Level 1: 5 The specialist language of the tourism industry

Candidates must be able to understand and use the specialised vocabulary, idiomatic expressions, and abbreviations commonly used in the travel and tourism industry, including: 5.1 The following vocabulary items:

adjoining/interconnecting rooms, aisle seat, allocation (of rooms/seats, etc), check-in, on/to board, boarding pass, berth, business class, carrier, charter, chain (hotel/restaurant), check-out, coach party, configuration (aircraft), confirmation, connecting flight, continental breakfast, cruise, deck plan, disembark, duty free, evacuate, excess baggage, en suite, ferry, fly-drive, front office, flight deck, flight crew, full-board, guarantee policy, go first class, half board, hand baggage, hire car, inbound, in-flight, in-house, inclusive tour, independent traveller, itinerary, landing card, limousine service, motel, meal plan, non-refundable ticket, one-way ticket, outbound, one hour ahead, package, (off) peak, porterage, promotional fare, quay, row, reconfirmation, resort representative, room types, safari park, high/low season, self catering, sightseeing, tour/excursion, souvenir, suite, supplement, tailor-made holiday, terminal, theme park, thoroughfare, tour guide, tourist class, transfer, twin-bedded, visa, validity, voucher

5.2 The following phrasal verbs: to break down to check-in/out to fly over to go on/get off to pick up to put up to set off to stop off/over to take off to turn round to work out

5.3 The following abbreviations: R.O. (Room Only) B & B (Bed and Breakfast) B/B, F/B (Full/Half Board Tw, Sgl, Dbl (Twin, Single, Double) Ex, Dep., Arr. (“from”, Departure, Arrival) P.P. (per person) Pax (passengers) Air con, 5 dr (Air Conditioning, 5 door) Re, Ref (Reference to) Req (required/requirements TV (television) VIP (Very Important Person) Mon, Tue, Wed, etc … (Monday etc …) Jan, Feb, Mar, etc … (January etc …)

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written english for tourism

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