DIFFERENT KINDS OF PEOPLE. Working in travel and tourism; Being friendly and helpful; When in Rome…; Dealing with enquiries. INTERNATIONAL TRAVEL. Different ways of traveling; Asking questions; Taking a booking; The best way to get there; Around the world; Organizing a trip. PHONE CALLS. Using the phone; How may I help you?; Answering enquiries; Taking messages. FOOD AND DRINK. Good morning!; Explaining dishes; May I take your order?; Drinks, snacks and desserts; Eating habits; Welcome to our restaurants!. CORRESPONDENCE. Responding to enquiries; Confirming reservations; Avoiding mistakes; We are very sorry… ACCOMMODATION. Reservations; Checking in; Facilities: enjoy your stay!; Giving information; The best hotel for you…; The perfect hotel… MONEY. How would you like to pay?; Changing money; Explaining the bill; Is service included?. TRAVELING AROUND. To and from the airport; Local knowledge; Offering and requesting; Car rental; Motoring; The best way to get there. PROBLEMS. Is there anything I can do?; Dealing with complaints; Better safe than sorry; Difficult customers?. ATTRACTIONS AND ACTIVITIES. Seeing the sights; Making suggestions and giving advice; Sun, sea and sand?; History and folklore; A nice day out; The future of tourism

Jones, Leo 2012 2012