Inglese turistico C1 completo

THE NATURE OF TOURISM:

A visitor is a traveller taking a trip for less than a year for any main purpose like business, leisure or other

personal purpose. If a visitor spends at least one night out, he/she can be classified as a tourist (according to

UNWTO- United Nations World Tourism Organization).

That means that tourism is a temporary movement of people to destinations away from where they live or

work. It can be divided in:

- Domestic tourism: when the trip takes place within a person’s country of residence.

- Internal tourism: when the trip involves another country. This is in turn divided in:

-outbound tourism: it refers to a person who travels outside its country of residence

-inbound tourism: a person enters in a country different from the one he/she comes from

The reasons for a trip might be:

- Leisure: holidays for recreational activities, sports, shopping; educational, cultural and religious; health

and wellness…

- Business: people who travel for work-related purposes: conferences, meeting… The employer will pay

for all or most of the trip.

- Visiting friends and relatives (vfr): it’s particularly common during holiday and festival period. Usually

people don’t spend on accommodation, but in services and activities like transport, food and local

attractions.

A SHORT HISTORY OF TOURISM:

The romans and Greeks can be considered as the first tourist: they travelled not only to expand their empire

and to trade, but also for education, culture and recreation. They visited historical sites, (including the seve n

wonders if the ancient word), they took part in musical or sporting competitions, they relaxed in towns and

resorts by the sea, or hot springs or thermal baths.

During the Middle Age, travel was full of dangers: bandits, robbers… But despite this, and t he high cost, this

period and the Renaissance were ages of great travels. The main reasons of the trips were exploration, trade,

but also religious pilgrimages. In fact, they needed transports, food and accommodation, just like tourists

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In the 18 century, there was an important trip called Grand Tour. It was for young aristocrats, it lasted from 1

to 3 years, and then youths visited the most important cities in Europe, especially France and Italy but also

Germany, Spain and Greece. The young men were accompanied by tutors, so they could enrich their culture.

Later it became popular also for young women, who were accompanied by a chaperone (an older lady who had

to ensure their safety and protect their reputation).

Thanks to the Industrial revolution, short breaks for health reasons at spas and seaside towns in Europe

became more popular. Faster transports were developed (steamship and trains), they were also more

available. Travel for leisure purposes began to take hold, several British families be gan to take day trip to the

seaside.

With the introduction of paid holidays and cars, people could travel easily and they have the opportunity to

stay in places like holiday camps or caravan parks.

In the 70s, with jumbo jets, international travels became more popular. These jets were able to transport a lot

of people in a quick and safe way. With the increase of paid holidays, tour operator offered cheap package

holidays to new destinations such as exotic locations.

It began the mass tourism (standard products for large numbers of people going to the same destination at the

same time).

THE WORLD TOURIST INDUSTRY TODAY:

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During the second half of the 20 century, tourism started to took off. In 1950 there had been 25 million of

international tourist arrivals, 278 million in 1980, and 1235 million in 2016. A lot of tourist used to come from

Europe, America and Asia, where economy was stronger, but later they started to arrive also from Middle East,

Latin America and Central and Easter Europe. The UNWTO has predicted a total of 1.8 billion international

tourist arrivals by 2030. It also predicted a decline in European and American share of international tourism.

The reasons for the continual growth can be:

- More destinations have invested in infrastructure and tourism facilities like road, airport, hotels…

- TV, internet and other media have stimulated the wish in people to travel.

- Travel has become easier and cheaper thanks to lowcost airlines like Ryanair and EasyJet that became

popular in the 90s. interne has contributed with online travel agencies that allowed tourists to organize

the aspects of a holiday.

- People have more free time, more income, and more than one holiday a year. Retired people have

more time to spend travelling.

HOLIDAY HOT SPOT:

France, the UK, Italy and the USA are, and probably will remain, the top destinations for tourists. There are also

holiday trends: every year there are new countries that everyone would like to visit. Previsions indicate that

the trend for colder climates will continue. A study by Virtuoso (a global network of luxury travel agencies) has

predicted that Iceland, Alaskan crises and adventure trips to the Artic and Antarctica will continue to be

popular. Seeing Northern Lights are in many travellers’ wish list. Probably Africa (South Africa, Kenya and

Botswana) too will remain one of the favourite places. Safaris will have wildlife preservation and sustainability

as priorities.

Virtuoso also reported an increase in demand for international trips of at least two weeks. More economic

trips, suggested for example by Lonely Planet (an important guidebook), includes Portugal with its great

beaches and cuisine; Chile for its geographical and environmental extremes and the capital Santiago; Djibouti

for its geological formations and thrilling whale shark diving; and Malta after that Valletta was named as the

European Capital in 2018.

THE ECONOMIC IMPACT OF TOURISM:

Tourism industry is one of the world’s largest economic sectors. It’s important for the economic progress

thanks to the creation of jobs and business, the stimulation of capital investment and the development of

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infrastructures. As a worldwide export category it’s in 5 position, after fuel chemicals, food and automotive

products. For countries that are less economically developed (Less Economically Developed Countries), tourism

is in first place. It contributes to the Gross Domestic Product (GDP). The UNWTO shows that international

tourism receipts reached $1,220 billion in 2016, with Europe accounting for 36.7%, A sia and the Pacific 30.1%

and the Americas 25.7%. Considering the earnings coming from international passengers transport services,

the total earnings equal $4 billion a day in average. The economic impact includes indirect effects on other

sectors like agriculture, construction, engineering, real estate development, food production, consumer good

and retail.

Booking a cruise is a benefit for the cruise company, the travel agent and who made the booking. Eating in a

local restaurant or buying a souvenir is a source of income for several local shops and restaurants. We also

have to consider the construction and the engineering to build and design a ship; agriculture and food

processing, advertising and PR for marketing and selling.

SOCIAL AND ENVIRONMENTAL IMPACT OF TOURISM

Many LEDs are trying to develop the tourist sector in order to invest and improve the life’s quality. It is to

consider that tourism has both advantages and problems:

- ADVANTAGES: income can be invested in education, health and other services. Jobs are created and

people can learn new skills. Local infrastructure is improved. New facilities and structures are built

using the local workforce. Tourists can support local business connected to culture and traditions.

Tourists can learn about country’s natural and cultural heritage.

- PROBLEMS: profits often go to foreign companies. International companies employ foreign people,

while locals do badly-paid work. Development for citizens might be stopped in favour of the tourist

one. Increase of traffic and pollution. If the structures are badly planned they can destroy natural

landscapes. Overconsumption of natural sources. Sometimes tourists feel in danger to get too close to

the local community. Environments might be destroyed by tourists who don’ t respect them (hunting

during Safaris). Diseases might be spread faster.

SUSTAINABLE TOURISM:

Sustainable tourism aim to control and reduce to a minimum the negative impacts of tourism. The impact of

tourism is different from place to place, and therefore there are also different solutions. The LEDCs and the

countries with an endangered ecosystem feel the negative impacts much more.

There are some sustainable tourism principles that countries should follow:

- Follow a code of conduct established by the UNWTO and the Global Sustainable Tourism Council

- Have a certification from organizations like the Rainforest Alliance

- Employ local people, use and buy locally-produced goods (food, souvenirs…)

- Protect the environment

- Recycling, using alternative energy, conserving water and treat correctly the waste

Sustainable tourism depends also on governments, international organizations, tour operators, local people

and tourists.

It doesn’t depend on the kind of holiday that you choose.

ORGANIZATIONS FOR THE PROMOTION OF TOURISM:

There are international, national, regional and local agencies that promote tourism. The UNWTO aims to

promote responsible, sustainable and accessible tourism worldwide. It researches and offers technical support

and assistance to individual countries.

In the UK, the national tourism agency “Visit Britain” is a public body funded by the Department for Culture,

Media and Sport. It promotes Britain across the world. There are also agencies for each country in the UK

(visitengland.com, visitwales.com …) and for the Republic of Ireland (discoverireland.ie).

The US website of the National Travel and Tourism Office aims to intensify tourism. The US government

website offers also details on visa and the application process. Each state (the District of Columbia as well) has

its own website. Welcome centres or visitor centres can be found in major cities, near attractions, and so on.

The Italian National Tourism Board (ENIT) is a public body that aims to promote tourism in Italy, both the whole

country and the single regions. It also points to increase the promotion of products, develop the hospitality

sector and provide information to tourists.

APT provides information to tourist on a local area, itineraries and accommodation.

IAT offers tourist information (included accommodation, food, attractions ….)

There are also non-profit organizations such as Pro Locos formed by volunteers who want to promote culture,

traditions, heritage, local handcrafts, traditional festival of small villages, towns.

ORGANISATIONS FOR SELLING TOURISM PRODUCTS:

The main component of the distribution chain for tourism products are: primary providers of travel products

(hotels, airlines…), wholesalers (tour operators), retailers (travel agencies) and the final consumer.

A tour operator combines two or more travel services offered by primary suppliers, and sell them as a single

product for a fixed price (package holiday). Sometimes tour operators might also own their companies.

An inbound tour operator offers packages aimed at overseas visitors, while an outbound tour operator

produces packages to destinations overseas.

They may also sell specific packages: luxury, ecotourism, over 50….

These packages can be sold directly to the consumer, or through a travel agency.

Travel agencies are retailers for tourist industry and they provide a wide range of services, they promote and

sell package holidays; planes rail and ferry tickets; they organize travel insurance, car rental, accommodation

and excursions; they provide information on currencies, visa requirements…

Agents usually receive a commission from the operator or company on the tickets or packages they sell. They

help to create a personalized itinerary at the best value.

THE EFFECT OF ICT AND THE INTERNET ON THE TOURISM INDUSTRY

Tourist sector has dramatically changed thanks to the development in ICT (Information and Communications

Technology). People who work in tourism sector have now a new way to interact with customers. Hotel can

accept booking from anywhere in the world at any time; an airline can have online check-in that allow the

company to save money and time.

Online travel agencies (expedia.com) offers hotels, flights, car rentals, packages at competitive rates and you

can purchase them directly online; comparisons sites (kayak.com) allow users to compare prices and offers,

then it directs you to the provider’s website to complete the purchase.

Also, social media have an important impact on tourism, TripAdvisor and Facebook are useful for research and

share their personal experiences. Also, companies can use them to promote themselves.

PACKAGE HOLIDAYS:

Usually they include accommodations, transport (for example form the airport to the hotel), flights, meals and

drinks. Sometimes they also include representative, that means people who help guests during their transfer

and give advice and recommendations. Also, entertainment is often included (clubs, shows, activities,

excursions, tours), or you can purchase them also while you are there.

Insurance may be included. It is advisable to read the read the terms and condition, so you know exactly what

you are paying for.

They are safe and usually cheaper, but they also have less freedom.

COMMUNICATION IN TOURISM: WRITTEN COMMUNICATION

The point of communication is to inform, present, promote and sell. Written communication is an important

part of the sector.

Emails and memos are usually informal, while business letters and faxes are usually more formal.

EMAILS:

They are fast, convenient, eco-friendly, direct and instant. In the object you should write a short title that refers

to the contents. Opening salutations Closing salutations

Informal UK & USA Dear Jack/Jennifer, Best wishes,/ All the

best,

Formal UK Dear Mr/Ms Fordham, Yours sincerely,/

best/kind regards,/

Regards,

Formal UK Dear Sir/Madam, /Dear Your faithfully,/ yours

Sirs, truly,/ Best/kind

regards,/ Regards,

Formal USA Dear Mr/Ms Fordham, Sincerely,/ Sincerely

yours,/ Yours cordially,/

Cordially,/ Best/Kind

regards,/ Regards,

Formal USA Gentlemen, / To whom it Truly yours,/ Very truly

may concern yours,/ Best/Kind

regards,/ Regards,

Body of the letter:

- I am writing in relation to/to enquire about… -We would be graceful if you could…

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- Many thanks for your letter of 17 September 20… -We hope to welcome you to our hotel/on board one

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- With reference to your letter dated 17 September of our cruises in the near future.

20… -Thanking you in advance for your kind assistance…

- We are one of the largest groups of hotels/resorts -Please do not hesitate to contact us.

in… -We look forward to hearing from you.

-Our company specialises in… -Looking forward to receiving a prompt reply.

-Enclosed you will find our latest brochure for winter

sun holidays.

A memo is a short note with minimal information from one person, department, or office to another. They can

be paper or electronic. They are used to tell employees about changes in procedures, rules or to request to

attend a meeting.

There is a “from” and a “to”, the date and the subject. Usually there are not greetings nor closing salutations.

There are contractions and abbreviations, and often imperatives.

FORMAL LETTERS

They should be correct, courteous and well organized. There should always be the reference, the date of

writing, the recipient’s address, the attention line, opening salutation, subject line, body, closing salutation,

signature, position in company and enclosure.

Ms is the most common title for women, especially if you don’t know whether they are married or not.

The body of the letter is divided in:

- Opening paragraph: purpose of the letter

- Middle paragraph: main points with specific details. Each point or theme should be in a new paragraph.

- Closing paragraph: it suggests a course of action and tells the reader what response is required.

FAXES AND ELECTRONIC FAXES:

They are environmentally friendly, there is no need to print any document and you ca send them via computer,

smartphone or tablet for free. They can’t be signed manually, but electronic signatures can be used.

Sometimes people still use a telephone or a fax machine.

The main elements are: sender’s name and position, company name and fax number; receiver’s name,

position, company name and fax number; date, subject, number of pages, space for the message.

FORMS:

a form might be printed or online, it’s made up of fields that need to be filled. There are often specific requests

on how they should be filled (capital letters, black ink…).

COMMUNICATION IN TOURISM: ORAL COMMUNICATION

VOICEMAIL:

It allows to leave an automatic message. Callers can leave a message directly to the person they are trying to

contact without the risk that colleagues forget to pass on a message. Many companies use an automated

information system. People must press a relevant number for a specific service or department.

FACE-TO-FACE COMMUNICATION :

It is important to smile, be pleasant and friendly. You should always respect other people’s personal space.

When dealing with people of different nationalities, you need to be aware of customs and sensitive topics to

avoid. In Britain and I Japan is very important to be on time, while in certain areas of the Arab world it’s

standard to be kept waiting. In the USA and Europe, staying too close to someone seems invasive and off -

putting. In the USA and Europe people shake hands, in Japan they bow, in Thailand they put their palms

together and so on. In Japan and in some Middle Eastern countries, eye contact can be seen as disrespectful.

Offering help: Giving information

-Can/May I help you? -Here is a map of the city center/the island/the

-How can I help you? underground

-Do you need any help? -Here are some leaflets with information on day

-What can I help you with, today? trips/sightseeing tours/the main attractions.

Asking for information/help -The castle/the museum opens/closes at 9 o’clock

-Could you tell me…? -Tickets are available online or at the tourist office.

-I’d like to know/have… -Adult tickets cost £15 and a child ticket is £8.50

-Have you got any information on…? -Entrance/Travel is free for children under 5.

Closing the conversation -You can catch bus 74 to the port/station.

-Thanks very much for your help/the information -It takes about 15 minutes by bus/on foot.

-You’re welcome

-Have a nice day/a good trip

-Enjoy your holiday

TELEPHONE CALLS

Answering the phone Saying that someone is not available

-Good morning/Hello, Judy Lennon speaking -I’m sorry, but Mr. Miller isn’t here at the moment/is

-Hello, this is Judy. Can I help you? out of the office/ is in a meeting.

-Speaking (if the caller has asked for you by name) -I’m sorry, but the line is engaged/Mr. Miller is on

Introducing yourself another line

-Good morning/Hello, this is John Boswell from Sun -I’m afraid he isn’t in today. Can he call you back

Travel agency tomorrow?

-My name is John Boswell Offering to take/leaving a message

Asking for caller identification -Would you like to leave a message?

-May I ask who’s calling? -Can I take a message?

-Could I have your name, please? -Can I take your name and number?

- Who’s calling, please? -Could you ask Mr Miller to call me back, please?

Saying why you are calling -Can I leave a message for Mr Miller?

-I’m calling to…/about… Promising action

-I’m phoning you about… -I’ll five Mr Baxter your message as soon as he comes

-I’d like to… back.

Asking to speak to someone -I’ll as him/her to call you later.

-Could/May I speak to Mr Miller, please? -I’ll do it straightaway/ at once.

-I’d like to speak to Mr Miller, please. If you don’t understand what the other person is

-Could you put me through to Mr Miller, please? saying

If you keep the other person waiting -Sorry?/Pardon?

-Hold on, please -Could you repeat that please?

-Can you hold on a moment? -Sorry, I can’t hear you. Can you speak up please?

-Hang on a second, I’ll see if he’s there -I’m sorry I didn’t catch that.

-Sorry to keep you waiting. -Can you spell that please?

Saying goodbye

-Thank you for calling

-Thanks very much for your help/the information

-You’re welcome. Bye.

COMMUNICATION IN TOURISM: VISUAL COMMUNICATION

When you’re a tourist in a country where you don’t know the language, you can use the international

recognised symbols. Another example is the pictures of the hotels or the places that you want to visit. Maps,

diagrams, photographs, tables, pictograms and symbols are used in printed information like guides, leaflets,

brochures, and in towns and attractions.

TYPES OF TRAVELS: voyage, itinerary, holiday (US vacation), break, excursion, cruise, flight.

TYPES OF TRAVELLERS: tourist, explorer, sightseer, passenger, holidaymaker (US vacationer), visitor.

JOURNEY: to go on a journey, to set out on a journey, have a good/safe/pleasant journey, how long does the

journey take?, a ten-mile journey/ a five-hour journey.

TRIP: day trip, the trip of a lifetime, to take a trip, to be away on a trip, to go on a trip, return/ round trip,

sightseeing trip, school trip, business trip.

TRAVEL: I like travelling, what’s the best way to travel?, she travels a lot for her job.

unlimited/ international/ air/ road/ rail/ overseas/ foreign/ business travel.

travel agent/ agency/ industry/ guide/ brochure/ plans/ sickness/ insurance/ writer.

TOUR: toured

a three-week/ Grand/ a sightseeing/ a package tour. To go on/ set off on a tour.

a tour operator/ a tour company.

TRAVEL AGENTS AND WEBSITES:

Nowadays there are a lot of websites that allow people to book hotels, flights, transports and all they need at

the best price. If you want to travel form a city to another, you have to look for several flights, looking in a lot

of different sites to find the best holiday.

People often want to go somewhere hot in November and travel agents deal with “vague requests”, while

websites can’t, or they stopped.

MARKETING AND PROMOTION

THE ROLE OF MARKETING:

Destinations, resorts, tour operators and other business in the tourism industry face more and more

competition. Through marketing, a company can identify and analyse the needs of its customers, plan and

create certain products and services to satisfy these needs.

MARKET SEGMENTATION:

It’s important to understand the target market- the potential buying audience for a product or a service.

Considered that it changes, i